Job Title: Service Desk Support Analyst Location: York (Hybrid)
A leading force in helping organisations across the UK embrace digital technologies to modernise how they work. Through cutting-edge infrastructure, cloud platforms, cybersecurity, data management, and collaboration tools, they support businesses in achieving their digital transformation goals.
With a recent internal promotion, there is now an exciting opportunity for a Support Analyst to join the growing Service Desk team.
In this position, you'll act as the first point of contact for technical assistance, supporting users with a range of IT-related issues. Your ability to communicate clearly and deliver high-quality support will be essential to maintaining strong client relationships.
Deliver front-line technical support through phone, email, and messaging platforms
Diagnose and resolve common IT issues across hardware, software, and networking
Keep clear, accurate records of support activities using IT service management tools
You’ll bring experience in a technical support or service desk role, ideally in a fast-paced or MSP environment. You should be comfortable managing multiple tickets, using service desk software, and communicating technical solutions clearly to non-technical users. Background in 1st line IT support or similar technical helpdesk environment
Good familiarity with Microsoft 365 (Teams, Outlook, SharePoint, etc.)
Solid understanding of ITIL principles and service desk best practices
Bonus Experience (not essential):
Exposure to Microsoft Azure environments
ITIL certification
Hands-on experience with 2nd line support tasks
With a workplace culture that values curiosity, development, and collaboration, you'll be encouraged to stretch your skills and achieve your professional goals. If you're looking to develop your IT career in a role that combines technical challenge with meaningful customer interaction, this could be the perfect move.