Exemplar Health Care Support Centre, Sheffield
IT Service Desk Analyst
This is an exciting opportunity to join our IT Department and play a key role in delivering IT support across our rapidly growing organisation.
As a 1st Line Service Desk Analyst, you are the first point of contact for users needing technical support. Your role involves answering calls, emails, and tickets, logging incidents accurately, and providing initial troubleshooting for hardware, software, and network issues. You will resolve common problems or escalate more complex issues to senior teams when needed. Excellent communication and customer service skills are essential.
About Exemplar Health Care
Exemplar Health Care is one of the country’s leading nursing care providers for adults living with complex needs. We have over 50 care homes across England supporting adults with complex mental health needs, dementia, neuro-disabilities, and physical disabilities. We offer stable employment, great benefits, and opportunities to learn, develop, and progress.
About the role
* Act as the first point of contact for all IT support queries
* Answer calls, emails, and self-service tickets promptly
* Log and categorise incidents and service requests accurately
* Provide first-line troubleshooting for hardware, software, and network issues
* Guide users through solutions in a clear and friendly manner
* Escalate complex or unresolved issues to second-line support
* Maintain detailed and accurate records in the ticketing system
* Set up and configure new user accounts, equipment, and basic software
* Support password resets and access requests
About you
* Proven 1st line Service Desk support (minimum 2 years)
* Supporting Windows 11 and Microsoft 365
* Knowledge of Windows Server Operating Systems (2016, 2019)
* Strong work ethic and self-motivation with the ability to work under pressure
* Knowledge of networking technologies: TCP/IP, DNS, LAN, WAN, DHCP
* Experience with Active Directory, Sophos, Draytek, Barracuda, Datto, Mac OS, Manage Engine - Exchange Plus, and AD Manager Plus
Qualifications
* GCSEs at Grade C or above in English & Mathematics or equivalent
* Industry-standard computing qualifications such as Microsoft and CompTIA certifications (e.g., Network+, Security+, Server+)
What we offer
* Excellent supervision, peer support, learning opportunities, and career prospects
* Retail and lifestyle discounts
* Free DBS check
* 24/7 counselling and support
* 25 days annual leave plus bank holidays
* Blue Light Card eligibility
How to apply
Interested? Click ‘APPLY NOW’. For an informal chat, contact Lisandra Ferreira at LFerreira@exemplarhc.com.
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