IT Service Desk Analyst

KEY RESPONSIBILITIES

• Act as first point of contact for all IT incidents and service requests.
• Resolve 1st and 2nd Line issues for colleagues in a timely manner.
• Manage and update the ticketing system, ensuring SLAs are met.
• Promote a user-focused culture through accessible and responsive support.
• Escalate queries where required to other IT teams and/or third-party providers.
• Update and maintain the IT Asset Management System.
• Continually develop knowledge across software, hardware and business systems.
• Contribute to IT projects as required.
• ABOUT YOU
• Previous experience within an IT Service Desk environment is essential.
• Strong knowledge of Windows, Microsoft 365, and iOS and Android environments.
• Previous experience with Mimecast would be advantageous.
• Excellent communication and interpersonal skills.
• Ability to build strong working relationships.
• Exceptional verbal and written communication skills.
• Flexible, positive and can-do attitude.
• Proactive and solution-focused approach.
• Strong team player.
• Curious, inquisitive and committed to continuous improvement.
• Agencies: We are not accepting CVs for this role as we are aiming to fill it directly. We value your support and will reach out if required. Please do not send speculative CVs. Any unsolicited CVs sent to hiring managers or the business, without prior instruction from a member of the Talent Acquisition team, will be treated as a gift.

Benefits:

• Competitive Salary
• Flexible approach to working hours
• Bupa/ Medicash
• Discretionary bonus opportunities
• Pension scheme
• Life Insurance & Income Protection Insurance
• 25 days Annual Leave plus flex bank holidays (increasing with service)
• Option to buy 10 additional days annual leave each year
• 2 My Days (in addition to your holiday entitlement)
• Additional discretionary annual leave days
• Enhanced Maternity, Paternity & Adoption Leave
• Career Development Opportunities
• Wellbeing and Mental Health Benefit (24/7 Employment Assistance Program & Support)

ABOUT US

Qualifications

• Previous experience within an IT Service Desk environment is essential.
• Strong knowledge of Windows, Microsoft 365, and iOS and Android environments.
• Previous experience with Mimecast would be advantageous.
• Excellent communication and interpersonal skills.
• Ability to build strong working relationships.
• Exceptional verbal and written communication skills.
• Flexible, positive and can-do attitude.
• Proactive and solution-focused approach.
• Strong team player.
• Curious, inquisitive and committed to continuous improvement.
• Agencies: We are not accepting CVs for this role as we are aiming to fill it directly. We value your support and will reach out if required. Please do not send speculative CVs. Any unsolicited CVs sent to hiring managers or the business, without prior instruction from a member of the Talent Acquisition team, will be treated as a gift.