Join Our Team as an IT Service Desk Analyst! Are you passionate about technology and customer service? Do you thrive in a dynamic environment where you can make a real impact? If so, we have the perfect opportunity for you! Overview / Job Summary As a key member of our Service Delivery Team, the IT Service Desk Analyst is the first point of contact for all IT-related queries and incidents. This role is crucial in delivering high-quality first-line support to end-users across various channels, including phone, email, and ticketing systems. We are looking for someone with strong customer service skills, a proactive approach to problem-solving, and a solid technical understanding. Key Responsibilities First-Line Support: Provide first-line support and resolution for all IT-related queries and incidents via phone, email, and ticketing systems. Incident Management: Accurately log, categorize, and prioritize incidents and service requests. Troubleshooting: Resolve hardware, software, and network issues for end-users, escalating when necessary. Remote & Desk-Side Support: Offer support for desktops, laptops, mobile devices, and peripherals. Enterprise Applications: Support enterprise applications such as Microsoft 365, VPN, collaboration tools (e.g., Teams), and cloud-based platforms. User Account Management: Assist with password resets, access permissions, and onboarding/offboarding procedures. Documentation: Maintain and update IT documentation, including knowledge base articles and user guides. Follow-Up: Conduct follow-up calls or emails to ensure resolution satisfaction and gather user feedback. System Upgrades: Assist in the rollout of new hardware, software, and system upgrades. Continuous Improvement: Identify recurring issues and suggest process enhancements. Collaboration: Work with the wider Technology & Change teams to ensure seamless service delivery and knowledge sharing. Why Join Hightown? Collaborative Environment: Work in a supportive and innovative team. Generous Leave: 33 days of annual leave including Bank Holidays, rising to 35 days with service. Competitive Salary: £27,663 per annum for a 35-hour week. Monthly Attendance Bonus Workplace Pension Scheme: Life assurance cover of three times your annual salary. Discounts and Savings: High street retailers, gyms, restaurants, and cinemas. Training Opportunities: Ongoing career development. Employee Support: Health & wellbeing services. Free On-site Gym Access Ready to take the next step in your career? Apply now and become a vital part of our Service Delivery Team