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Service Desk Analyst

JR United Kingdom

Cheltenham

On-site

GBP 25,000 - 35,000

3 days ago

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An established industry player is seeking a Service Desk Analyst to join their dynamic team in Gloucestershire. This role is pivotal as the first point of contact for users requiring technical assistance, offering both 1st and 2nd line support. The ideal candidate will thrive in a fast-paced environment, showcasing exceptional problem-solving abilities and a passion for technology. You'll be responsible for troubleshooting hardware and software issues, managing support tickets, and ensuring a seamless experience for all users. If you have a knack for customer service and a desire to grow in the IT field, this opportunity is perfect for you.

2+ years experience in IT, preferably in a service or help desk role.
Strong knowledge of Windows and Microsoft 365 support.

Provide 1st and 2nd line technical support via phone, email, and in person.
Log support tickets and manage incidents, escalating as necessary.

Problem Solving

Communication Skills

Customer Service

Technical Support

Experience in IT (2 years)

Windows

Microsoft 365

Teams

Exchange Online

Intune

A fantastic opportunity working for a leading Gloucestershire employer. The Service Desk Analyst serves as the first point of contact for users seeking technical assistance providing 1st and 2nd line support within a busy team. This role involves troubleshooting hardware and software issues, providing excellent customer service, and ensuring timely resolution of enquiries. The ideal candidate will be a proactive problem solver with strong communication skills and a passion for technology.

Responsibilities:

1st and 2nd Line technical support (phone, email and in person)
Log support tickets for all issues flagged, including daily checks.
Management of incidents and requests and escalating to 3rd line support where necessary.
Processing of requests, to include but not limited to new starters, leavers and movers. Building of laptops, smartphone handsets to team standards.
Hosting inductions for new employees.
Maintaining an orderly and tidy working environment for all areas under the control of the IT department.
Documentation; procedures, configurations, training
Maintenance of end user and meeting room equipment builds and processes

Experience Required:

Ideally 2 years’ experience working in IT, ideally on a service or help desk.
Good knowledge of Windows (configuration and support). Microsoft 365, including Teams, Exchange online & Intune
Confident in supporting and communicating General understanding of LAN, WAN, DHCP, DNS

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