James Adams is looking for an experienced IT Service Desk Analyst. This is a permanent role based in Aylesbury 3 days onsite 2 days from home.
The salary is up to £37k.
Our client is looking for an IT Service Desk Analyst to provide first and second line support to internal users. This role acts as the primary point of contact for IT queries and issues, combining strong technical capability with excellent customer service. The successful candidate will take ownership of a defined area, managing workloads independently and supporting users both remotely and on site.
Key Responsibilities
Act as the main point of contact for IT support via phone and email
Log, manage and resolve incidents and requests through the service management system
Provide first and second line support across software, hardware and devices including laptops, desktops, printers and mobile devices
Troubleshoot basic network connectivity issues
Escalate unresolved issues to relevant support teams where required
Take ownership of issues through to resolution, keeping users informed throughout
Maintain and update the IT asset database
Deliver a high standard of customer service aligned to service management best practice
Create and maintain user documentation and provide user guidance where needed
Support user account administration including account creation, password resets and group management
Manage and provision Windows and Android devices
Coordinate with external support providers when issues cannot be resolved internally
Carry out site visits as part of field support
Support IT projects as required
Contribute to the administration and effective use of the service management platform
Experience and Attributes
Proven experience in a service desk or IT support environment
Strong customer focused approach with the ability to build positive working relationships
Confident troubleshooting a broad range of IT issues
Well organised and able to manage workload independently
Comfortable taking accountability for a defined support area
Clear and professional communication style with both technical and non technical users
Working knowledge of service management tools and processes
This role would suit a proactive IT support professional who enjoys being the face of IT and takes pride in delivering a reliable and approachable service.