Job Title: L1 Service Desk Analyst (Onsite)
Location: Warrington, UK
Security Clearance: Active SC (Security Check) – Mandatory
Key Responsibilities
* Handle inbound support requests via calls, emails, and service desk tools, ensuring accurate ticket logging in line with ITIL standards.
* Log, categorize, and prioritize incidents and service requests appropriately.
* Hardware: desktops, laptops, and peripherals
* Software: Microsoft Office, O365
* Connectivity: VPN, Wi‑Fi
* Basic network and printer issues
* Verify user identity and access rights in compliance with security policies before providing support.
* Escalate unresolved or complex issues to L2/L3 teams with complete documentation, including logs and troubleshooting steps.
* Maintain and update the knowledge base with common issues and resolutions.
* Track and follow up on open tickets to ensure timely resolution and user satisfaction.
* Perform basic asset inventory checks and ensure hardware/software compliance onsite.
* Participate in on‑call rotation and support critical incidents as required (24/7 coverage when needed).
* Adhere strictly to security protocols, including handling classified data, reporting suspicious activities, and completing mandatory security training.
* Minimum 2+ years of experience in IT Service Desk or Technical Support roles, preferably in regulated industries (government, defence, finance).
* Strong hands‑on experience with:
* Windows and macOS environments
* Active Directory
* Remote support tools (e.g., TeamViewer)
* Good understanding of ITIL processes and ticketing systems.
* Basic scripting knowledge (PowerShell/Batch) is an advantage.
* Excellent verbal and written communication skills, with the ability to support non-technical users.
* Willingness to work onsite full‑time with flexibility for shift patterns (8x5).
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