Job Description
Job Description:
Our client is seeking a Service Desk Analyst to act as the first point of contact for all IT support across the organisation, based in Ipswich offering Hybird. This role is focused on delivering a professional, customer-focused service, ensuring incidents and service requests are resolved efficiently while maintaining high service standards and contributing to continuous improvement.
Service Delivery & Support
* Act as the first point of contact for all IT incidents and service requests via phone, email, and ticketing system.
* Log, categorise, and prioritise tickets in line with agreed SLAs.
* Provide first-line resolution for common issues across hardware, software, and systems.
* Escalate more complex issues to 2nd/3rd line teams where required, ensuring clear handover.
* Work with third-party support providers where required, maintaining clear ownership of tickets and ensuring services are delivered in line with agreed expectations.
* Proactively manage and update tickets to resolution, keeping users informed throughout.
User Support
* Support users across core systems (Microsoft 365, Devices and Business Applications).
* Assist with onboarding and offboarding processes (account setup, access, equipment).
* Deliver end-user support including induction training for new starters, ensuring they are equipped to use core systems, devices, and collaboration tools effectively from day one.
* Provide ongoing guidance and informal training to users to improve system adoption and digital capability.
* Maintain a strong customer focus, ensuring a positive user experience.
Device & Systems Support
* Support laptops, mobile devices, printers, and peripherals.
* Assist with device builds, configuration, and deployment.
* Troubleshoot connectivity issues (WiFi, VPN, network access).
* Perform routine checks and basic system maintenance tasks.
* Assist with cyber security monitoring and remediation tasks.
Process & Continuous Improvement
* Follow ITIL-aligned processes for Incident, Request, and Problem Management.
* Contribute to the creation and maintenance of knowledge base articles.
* Identify recurring issues and highlight trends to support root cause analysis.
* Support service improvements to enhance efficiency and user satisfaction.
Person Specification
Essential Experience & Skills
* Around 1 year of experience in a Service Desk or IT support role (or strong demonstrable aptitude).
* Good understanding of Microsoft 365 (Outlook, Teams, SharePoint, etc.).
* Good understanding of Windows operating systems and desktop environments.
* Strong troubleshooting and problem-solving skills.
* Excellent communication skills, both technical and non-technical.
* Ability to manage workload and prioritise effectively.
Desirable
* Exposure to Active Directory / Microsoft Entra.
* Experience with ticketing tools (Zendesk, ServiceNow, Jira, etc.).
* Understanding of ITIL principles and service management processes.
* Basic networking knowledge (DNS, DHCP, VPN).
* Experience supporting SaaS applications.
Behaviours & Attributes
* Customer-focused with a proactive, “can-do” attitude.
* Strong attention to detail and ownership of tasks.
* Able to work both independently and as part of a team.
* Willingness to learn and develop technical skills.
* Calm and professional under pressure.