Overview
Join to apply for the IT Service Desk Analyst role at Intercity.
Intercity have an exciting opportunity for an IT Service Desk Analyst to join our dynamic Managed IT Team. You will be the first point of contact for IT-related queries, responsible for receiving, logging, and managing incoming support tickets in a courteous, professional, and efficient manner. You will troubleshoot and resolve technical issues while delivering excellent customer service, ensuring incidents and service requests are addressed within agreed service levels, and escalate complex issues to senior team members with clarity.
You will interact with a wide range of users with varying technical knowledge and adapt your communication style accordingly. Remaining calm under pressure and providing clear, helpful guidance will be key to success.
Key Responsibilities
* Diagnose and Resolve Issues: Identify and resolve basic hardware and software faults on desktops, laptops, and peripherals.
* Network Troubleshooting: Carry out initial diagnostics for connectivity issues including WiFi, VPN, and DNS.
* Remote Support: Use remote access tools (e.g. AnyDesk, TeamViewer, SCCM) to assist users effectively.
* Ticket Management: Accurately log, update, and close support tickets in a timely manner using service desk systems.
* Out of hours/rota basis support for client on business critical days
* User Communication: Clearly explain technical issues and solutions to non-technical users via phone, email, or chat.
* Professional Conduct: Maintain a courteous and professional tone in all communications.
* Problem Solving: Apply logical thinking to troubleshoot and resolve issues proactively.
* Learning and Development: Show a willingness to learn new technologies and expand technical knowledge.
* Team Collaboration: Work effectively both independently and as part of a team.
Education and Qualifications
* GCSE Maths and English at grade C or higher
* CompTIA A+ qualification (desirable)
* Microsoft Technology Associate certification (desirable)
* Knowledge/understanding of IT systems (desirable)
Experience and Knowledge
* Previous experience in a 1st line IT support/helpdesk environment
* Basic understanding of IT infrastructure including desktops, laptops, printers, and networking
* Familiarity with Microsoft Windows OS and Microsoft Office 365 applications
* Exposure to Active Directory (e.g. password resets, user account creation)
* Understanding of ITIL principles and service desk ticketing systems (e.g. ServiceNow, Freshdesk, Jira)
* Awareness of cyber security best practices and data protection standards (e.g. GDPR)
Competencies and Skills
* Ability to diagnose and resolve basic hardware/software issues
* Basic troubleshooting of network connectivity (WiFi, VPN, DNS)
* Comfortable working with remote support tools (e.g. AnyDesk, TeamViewer, SCCM)
* Experience with using and troubleshooting mobile devices including iPhone/iPad
* Mac OS Support/Troubleshooting
* JAMF Pro
* Comply with Asset Management, Starters and Leavers, and Security and Access Management processes and procedures
* Logging and updating tickets accurately and efficiently
* Customer Service Skills
* Strong communication skills — able to explain technical issues clearly to non-technical users
What We Offer
* 33 days holiday (inclusive of bank holidays), with entitlement increasing by one day for each full calendar year employed, up to a maximum of five days.
* Annual pay reviews.
* Holiday buy scheme.
* All-company bonus scheme.
* Death in service cover.
* Employee assistance programme.
* Company pension.
* Active social calendar.
* A strong focus on developing our people.
Intercity Technology provides reliable and secure technologies in communications, cloud, and managed services, with a big difference – Intercity is a technology solutions partner that isn’t all about tech. It’s about a great bunch of people combining their passion, expertise, and dedication to deliver extraordinary results for businesses.
Our Vision Is To Be The Best Technology Partner To Work For And With – We Are Really Proud Of Our Achievements So Far
We select candidates with the right skills, experience, and values to join us and selection is based on a fair and equal process. We’re proud to be committed to equal opportunities and welcome all applications. As a specialist in secure technology solutions, all successful candidates will be subject to pre-employment checks, so we can ensure compliance with our ISO27001 (Information Security) and Cyber Essentials Plus certifications. We are committed to using any personal information you may give us in a secure and proper manner; for more information please see our privacy policy on our website.
Seniority level Not Applicable
Employment type Full-time
Job function Information Technology
Industries Technology, Information and Media
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