Job Description
Service Desk Analyst
Shifts operating between 8am-6pm
We are looking for a proactive and customer-focused IT Service Desk Analyst to join their IT Service Desk team. You will play a key role in supporting business operations by delivering high-quality technical support, fulfilling IT service requests, and contributing to a range of technical and business projects.
This is an excellent opportunity for an experienced IT support professional who enjoys working in a fast-paced environment, managing priorities effectively, and helping to drive continuous improvement across IT services.
Key Responsibilities
* Provide first- and second-line technical support, ensuring incidents and service requests are prioritised and resolved in line with agreed SLAs.
* Accurately log support calls and update actions to agreed standards.
* Manage high-priority incidents and coordinate communication and resolution activities.
* Ensure compliance with IT security policies and procedures, escalating any breaches as appropriate.
* Follow established change control processes.
* Liaise with third-party suppliers to resolve issues and deliver services.
* Manage the full lifecycle of end-user computing devices, including procurement, build, deployment, maintenance, upgrades, and secure disposal.
* Help ensure adequate Service Desk coverage during supported business hours.
* Participate in IT projects and service improvement initiatives.
* Provide remote support to users across multiple office locations.
* Monitor infrastructure status and performance to identify and resolve issues proactively.
* Create and maintain documentation for IT systems, processes, and procedures.
* Stay up to date with emerging technologies and industry best practices.
* Identify opportunities to reduce errors, improve efficiency, and lower operational costs.
Essential
* Previous experience in an IT support or Service Desk role.
* Working knowledge of:
o Microsoft Windows and Microsoft 365
o Windows Server ()
o Windows 10 and Windows 11
o Networking concepts including TCP/IP, routing, DNS, and DHCP
o iOS devices
* Sound knowledge of computer hardware and troubleshooting techniques.
* Strong customer service and communication skills.
* Ability to manage multiple priorities and work effectively under pressure.
* Excellent documentation and organisational skills.
Desirable
* Experience supporting IT systems within a regulated or financial services environment.
Service Desk Analyst
Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.
Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation
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