Role: Service Desk Analyst Location: Herefordshire | On-site with client visits Salary: Up to £35,000 DOE Benefits: Close-knit team, varied work across home and business users, growth opportunities Our client, a leading local IT services provider, is hiring a Service Desk Analyst to provide high-quality technical support and ensure customers remain productive. You’ll manage incidents across hardware, software, and networks, while contributing to process improvements and knowledge sharing. What you’ll do Resolve support tickets across Windows, Active Directory, networking, and peripherals via phone, remote tools, and on-site visits. Escalate issues appropriately and maintain clear communication with clients. Document solutions and create clear user and technical guides. Collaborate with colleagues to improve first-time fix rates and reduce repeat issues. Support installations, maintenance, and updates; occasionally assist with consumer services. You’ll work closely with the wider IT team and customer stakeholders to deliver reliable, personable service and continuous improvement. What we’re looking for Around 2 years in IT support or service desk environments. Good knowledge of Windows OS, Active Directory, TCP/IP, and LAN/WAN fundamentals. Confident diagnosing both hardware and software issues. Strong communicator able to explain technical information clearly. Experience with ticketing or ITSM tools; customer-focused, methodical, and dependable. The ideal candidate will bring a proactive, service-oriented mindset and enjoy working in a supportive, hands-on environment. Desirable CompTIA A, ITIL Foundation, Microsoft (e.g., MCSA) or similar qualifications. MSP or small-team background; exposure to Microsoft 365, Intune, or Azure. Knowledge of backup, security tools, and remote support practices. Why join? Up to £35,000 salary with a clear progression structure. Broad technical exposure across home and business clients. Join a respected local provider with a reputation for quality support. Opportunities to develop your skills and grow within the team. Apply now to help deliver dependable, high-quality IT support in a trusted local business