Do you want to join a team who wants to enable the business to work smarter and faster by delivering reliable, scalable, and agile systems and applications.? Do you work in a Helpdesk or Support Analyst role currently and looking for your next exciting move? Join our IT Operations Team The IT Operations team takes care of the infrastructure and network that support our key systems. They also provide a digital workspace that helps our users to communicate and work effectively across the whole organization. Also if anyone needs help with IT, they can contact our IT Helpdesk, which is always ready to assist with any IT-related queries, issues, and requests. Success. The Softcat Way. Softcat is a £1billion technology solutions business and trusted partner to names like Apple, Microsoft and Adobe. Offering a growing portfolio of services including software licensing, cyber security and IT infrastructure, we give our technical teams the tools and support to make exciting things happen. This is where to achieve more for your career. As an IT Helpdesk Analyst, you are responsible for delivering exceptional service to our Softcat colleagues. As part of the role, you will have the opportunity to work with many exciting new technologies. As the first point of contact, you will triage, troubleshoot, and resolve IT incidents and fulfil service requests efficiently, ensuring minimal downtime and maximum user satisfaction. You will perform both BAU and project activities when required, create and update documentation, and train with other team member As IT Helpdesk Analyst, you'll be responsible for: Provide first-line technical support to users via phone, in person, and remotely. Ensuring all incidents, requests and resolutions are logged via our ITSM platform ServiceNow Troubleshoot and diagnose issues across multiple technologies Manage and maintain your work queue while proactively addressing incoming requests and incidents Collaborating with other IT teams for incident resolution and request fulfilment Ensure clear and concise communication with team members and users to provide effective support and assistance Escalate complex issues to the IT Support team where needed We'd love you to have Experience working in an IT Helpdesk/Service Desk function Knowledge of the Microsoft stack (M365, Autopilot, Intune, Azure AD) Experience in Active Directory and user account management Excellent customer service skills, with the ability to communicate clearly and concisely at all levels Able to record call logging information accurately via the ITSM platform A quick learner and able to understand technical IT instructions Work in a way that works for you We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns: Hybrid working Working flexible hours - flexing the times you start and finish during the day Flexibility around school pick up and drop offs Working with us Wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives, and embraces every background. Join us To become part of the success story, please apply now As part of our commitment to supporting, attracting and retaining the best diverse talent, Softcat is proud to partner with organisations like WORK180, My G Work and Black Young Professionals. Work 180 endorse employers that demonstrate on-going support for women at work, including offering benefits and policies that best support female employees. My G Work support us in our aim of attracting more LGBTQ talent. The BYP network support us in diversifying our talent pool by tapping into the black professional community. Documents Softcat Diversity Inclusion Report 2022.pdf (11.20 MB) JD - IT Operations - IT Helpdesk Analyst.pdf (52.52 KB)