Service Desk Analyst
We are seeking a proactive and customer-focused Service Desk Analyst to join our IT team. You'll be the first point of contact for all IT-related queries, delivering technical support and troubleshooting across a range of systems — with a strong emphasis on Windows OS and Active Directory.
Key Responsibilities:
* Provide first-line technical support via phone, email, and ticketing system.
* Troubleshoot and resolve issues related to Windows 10/11, Microsoft Office, printers, and basic hardware.
* Manage user accounts and permissions using Active Directory.
* Escalate complex incidents to 2nd/3rd line teams where appropriate.
* Maintain accurate records of all support requests in the ticketing system.
* Assist in setting up new user accounts, desktops, and mobile devices.
* Follow ITIL best practices for incident, request, and problem management.
Key Skills & Experience:
* Previous experience in a 1st Line/Service Desk or IT Support role.
* Strong working knowledge of Windows desktop environments.
* Hands-on experience with Active Directory (user management, group policies, password resets, etc.).
* Familiarity with Office 365 and remote support tools.
* Excellent communication and customer service skills.
* Ability to troubleshoot technical issues methodically and patiently.
* MUST HAVE a UK driving license and your own car