IT Helpdesk Analyst – Responsibilities
* Provide first‑line technical support to users via phone, in person, and remotely. Log all incidents, service requests, and resolutions in the ITSM platform (ServiceNow) within agreed SLA targets.
* Diagnose and troubleshoot issues across multiple technologies, ensuring accurate triage and timely resolution of incidents and fulfilment of service requests.
* Manage your work queue proactively, prioritising incoming requests and incidents to maintain service efficiency.
* Collaborate with other IT teams to resolve incidents and fulfil requests, escalating complex issues to second‑line analysts when necessary.
* Communicate clearly and promptly with users throughout the resolution process, maintaining ownership of issues until closure.
Qualifications
* Experience working in an IT Helpdesk or Service Desk environment, providing first‑line technical support for incident management, problem management and request fulfilment.
* Knowledge of the Microsoft stack (M365, Autopilot, Intune, Azure AD).
* Experience in Active Directory for user account creation and permission management.
* Excellent customer service and communication skills, with the ability to explain technical issues clearly to both technical and non‑technical users.
* Accurate and detailed call logging in an ITSM platform (preferably ServiceNow), ensuring all incidents and requests are documented correctly.
Flexible Working
* Hybrid working
* Flexible hours – flexing the times you start and finish during the day
* Flexibility around school pick up and drop offs
Additional Information
We believe in diversity and inclusion and provide support or adjustments for applicants with disabilities or neurodiversity throughout the recruitment process. Any information you share will be treated in confidence.
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