Job Title: Service Desk Analyst
Reports to: Head of Group IT
Location: Newbury – with occasional travel to other Group sites as required
Role Overview
As the Service Desk Analyst, you will be the sole IT service representative at your site, responsible for delivering high-quality support, managing service requests, and acting as the escalation point. You will coordinate with central IT teams, contribute to service improvement initiatives, and support project delivery.
Key Responsibilities
* Deliver 1st and 2nd line support directly to users and manage service tickets via the Helpdesk system.
* Troubleshoot and resolve technical issues across hardware, software, and network services.
* Maintain and update the IT asset register, ensuring compliance with Cyber Essentials and cyber insurance requirements.
* Coordinate onboarding, hardware provisioning, and access management for new starters.
* Provide informal training and guidance to staff on IT systems and security awareness.
* Collaborate with other IT teams to support project delivery, including testing, deployment, and documentation.
* Participate in an on-call rota for out-of-hours support.
General Requirements
* Strong multitasking, problem-solving, and communication skills.
* Ability to work independently and as part of a wider IT team.
* Familiarity with Windows 10/11, Office 365, Active Directory, and Windows Server environments.
* Willingness to travel and stay overnight when required.
* Commitment to health & safety and company policies.