IT Service Desk Analyst / IT Support Analyst / 1st / 2nd Line IT Support Engineer
Location: Bristol - Hybrid Working
Join a leading international professional services firm as a passionate IT Service Desk Analyst, supporting over 2500 users.
The Role:
* Record, diagnose, monitor, and resolve issues using a call management system.
* Focus on first-time resolution from call placement to resolution.
Responsibilities:
* Provide 1st/2nd Line application support for productivity tools and business applications.
* Handle incidents, questions, and requests via phone, email, or web 24x7.
* Identify recurring incidents and contribute to solutions.
* Adhere to call management procedures and keep stakeholders informed.
* Log all contacts in Service Now.
* Maintain professional standards and processes in IT Support.
* Achieve KPI targets and take ownership of allocated projects.
* Monitor and escalate IT systems alerts 24x7.
* Perform user administration tasks.
* Assist in identifying skills and knowledge gaps within the team.
* Support technical infrastructure in collaboration with relevant teams.
About You:
* Previous IT helpdesk experience and 1+ years of technical IT support ideally supporting a large user base (500+)
* Ideally holds a College IT qualification or equivalent.
* Knowledge of Microsoft applications including O365, Active Directory, MS Office etc
* Experience in a service-oriented company with KPIs and SLAs.
* Familiarity with Service Now or other call logging systems.
* Strong problem-solving skills and telephone support experience.
* Understanding of document comparison tools and document management systems.
* Flexible and willingness to work varying shift patterns and to be part of an on call rota (1 week in 6)
* Competitive bonus package including generous shift and on call allowances
* Excellent career progression with scope for internal promotion and exposure to the latest Microsoft Azure and Cloud technologies
* Hybrid working (3 days in office)
* Company bonus scheme
* Private medical insurance
* Global office locations
* Recognized as a top employer for women and working families
* Active social and sport committees
Join us and make a real impact in a supportive and friendly environment!
Apply now to be part of a team that values development and progression.
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