1st Line Service Desk Analyst
Role Overview
Junior first-line IT Service Desk Analyst role on the day team, based at Windmill House in York.
Provides support to internal colleagues across the business.
Key Skills for This Role
Full Job Posting
Role overview
Junior first-line IT Service Desk Analyst role on the day team, based at Windmill House in York.
Provides support to internal colleagues across the business.
Duties and responsibilities
- Provide first-line phone support, resolve problems where possible and escalate unresolved issues to second- or third-line engineers.
- Log calls and communicate issues to other IT team members.
- Support bespoke software and Microsoft Office products, including understanding how they are used throughout the business.
- Fix basic server operating-system faults and provide desktop support for printers, workstations and laptops.
- Work on LAN and WAN network management and escalate issues beyond first-line support.
What the employer is looking for
- Previous first-line service desk experience or a strong customer service background for an entry-level IT role.
- Excellent communication and organisational skills are essential.
- Knowledge of some or all of Windows operating systems, Windows Server, Active Directory, basic Exchange queries, LAN/WAN, printer and scanner fixes, and application support is advantageous.
- An IT qualification such as BTEC Level 3, CompTIA A+, or a Microsoft certification is beneficial but not essential.
Benefits and development
- A full training programme is provided, with opportunities to gain industry-recognised qualifications.
- Benefits include 35 days of annual leave inclusive of bank holidays, pension, retailer discounts and cashback, wellness screening, private medical insurance and life assurance.
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