Service Desk Analyst | £35K | Hybrid (Bridgend, Wales) | Permanent
Are you an experienced Service Desk Analyst ready to take your support skills to the next level?
We're looking for a confident and customer-focused IT professional to deliver high-quality 1st line support across a diverse international user base of over 2,500. You'll be joining a collaborative, hybrid-working team supporting operations across the UK and Europe - including London, Paris, Luxembourg, Düsseldorf, and Barcelona.
This is a hands-on support role ideal for someone with solid Service Desk experience, strong troubleshooting skills, and a passion for customer service excellence.
What You'll Do
* Deliver 1st line technical support via phone and self-service portal
* Troubleshoot issues across Windows, Citrix, Active Directory, Microsoft 365, Teams, and core business apps
* Manage and own tickets in ServiceNow, ensuring accurate updates and prompt resolution
* Work closely with Desktop Support and 2nd/3rd line teams to improve fix rates
* Contribute to Knowledge Base content and participate in key IT projects
* Ensure all work aligns with ITIL best practices and SLAs
What You'll Bring
* 1+ years in a Service Desk or IT Support role
* Proven experience with AD, Citrix Workspace, O365, Teams, and remote support tools
* Familiarity with Windows 10, SCCM, and basic networking (TCP/IP, DNS, DHCP)
* Strong communication and customer service skills
* ITIL Foundation (or willingness to certify within 12 months)
* A proactive, solution-oriented mindset with a team-first attitude