Service Desk Analyst
We are seeking a proactive and customer-focused Service Desk Analyst to join our IT support team. The successful candidate will act as the first point of contact for IT-related incidents and service requests, providing high-quality technical support while delivering an excellent customer experience.
This role is ideal for an individual with hands-on experience supporting Active Directory, Microsoft 365, and IT service management processes, who thrives in a fast-paced support environment.
Key Responsibilities
1. Serve as the first-line point of contact for users via phone, email, and ticketing system
2. Log, categorise, prioritise, and manage support tickets in line with SLA requirements
3. Provide day-to-day support for Active Directory, including user account management, group policies, and permissions
4. Support Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint)
5. Troubleshoot and resolve hardware, software, and access-related issues
6. Escalate incidents to second-line teams where appropriate, ensuring clear documentation and handover
7. Maintain accurate ticket notes and user communication throughout the incident lifecycle
8. Deliver consistently high levels of customer service and user satisfaction
Required Skills and Experience
9. Proven experience in a Service Desk / IT Support / Helpdesk role
10. Strong working knowledge of Active Directory
11. Experience supporting Microsoft 365 (M365)
12. Solid understanding of ticket logging and ITSM processes
13. Excellent verbal and written communication skills
14. Strong customer service mindset with the ability to manage user expectations
15. Ability to work effectively under pressure and manage multiple priorities
Desirable Skills
16. Experience with ITIL-based environments
17. Exposure to remote support tools
18. Basic networking or security knowledge