Overview
Were looking for an IT Service Desk Analyst to join our IT Operations department. This is a 1st line support role – as part of our Service Desk team, youll be the first point of contact for internal IT queries across Radius. Youll be based at our Emperor Court office in Crewe, with full access to the neighbouring Radius Campus HQ, including the onsite gym, café, barista counter, bar, and breakout spaces. Were largely a Microsoft environment, so a lot of the queries youll deal with will be related to Windows, Active Directory and Office365. This role suits someone who enjoys problem-solving, working with people, and wants to develop their career in IT support within a modern, fast-moving organisation that values learning and progression. We actively support professional development and want to equip you with the qualifications and knowledge to grow within our IT function. For example, if you dont already hold ITIL v4 certification, well fund your training and exam.
Responsibilities
* Act as the first point of contact for IT incidents and service requests via phone, email, and our self-service portal.
* Log, prioritise, and manage tickets, ensuring issues are handled efficiently and within agreed SLAs.
* Diagnose and resolve 1st line hardware and software faults.
* Escalate incidents to the appropriate technical teams where required and maintain ownership through to resolution.
* Communicate clearly with internal customers, keeping them informed of progress and wider IT issues.
* Ensure all requests and faults are accurately recorded and resolved to a high standard.
* Deliver a consistently high level of customer service to colleagues across the business.
Working hours
* 37.5 hours per week
* Rota-based shifts covering 07:30 - 17:30, Monday to Friday
Essential qualifications and skills
* Some experience working in a 1st Line Support / Service Desk / Helpdesk role.
* Knowledge and experience of ITIL best practices.
* A service-orientated mindset and confidence supporting users at all levels.
* Excellent written and verbal communication skills.
* Experience working with service desk tools such as Jira.
* Experience with:
* Windows 11
* Microsoft Office & Office 365
* Active Directory
Benefits
* In addition to a competitive annual salary, youll also benefit from:
* 25 days annual leave (plus bank holidays)
* Pension and life assurance
* Employee fuel card scheme
* Electric Vehicle scheme
* Employee Assistance Programme
* Wellness and healthcare support via Help@Hand by Unum
* Cycle to work scheme
* Free breakfast every day in the office
* A modern, purpose-built working environment with lots of great facilities
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