Service Desk Analyst
We are looking for a proactive and customer-focused Service Desk Analyst to join an IT support team. This role is ideal for someone with strong technical fundamentals, excellent communication skills, and the ability to provide high-quality support to end users both remotely and on-site. A full driving licence is required due to occasional travel to customer locations.
Key Responsibilities
1. Act as the first point of contact for IT support via phone, email, and in person
2. Provide 1st/2nd line support for Windows-based environments
3. Build, configure, and deploy laptops and associated hardware
4. Manage user accounts, groups, and permissions in Active Directory
5. Diagnose and resolve hardware, software, and network-related issues
6. Escalate complex incidents to senior teams where appropriate
7. Maintain accurate ticket records and documentation
8. Deliver a consistently high level of customer service and support
Essential Skills & Experience
9. Previous experience in a Service Desk / IT Support role
10. Strong working knowledge of Windows OS (Windows 10/11)
11. Experience using Active Directory (user management, password resets, permissions)
12. Hands-on experience with laptop builds, imaging, and deployments
13. Excellent customer service and communication skills
14. Ability to manage and prioritise multiple support requests
15. Full UK driving licence
Desirable Skills
16. Experience with Office 365 / Microsoft 365
17. Knowledge of basic networking (TCP/IP, DNS, DHCP)
18. Experience working with ticketing systems
19. IT-related certifications (e.g. CompTIA, Microsoft)