11614SJR
£28k – 32k per year
Service Desk Analyst
We are looking for a proactive and customer‑focused IT Service Desk Analyst to join their IT Service Desk team. You will play a key role in supporting business operations by delivering high‑quality technical support, fulfilling IT service requests, and contributing to a range of technical and business projects.
This is an excellent opportunity for an experienced IT support professional who enjoys working in a fast‑paced environment, managing priorities effectively, and helping to drive continuous improvement across IT services.
Key Responsibilities
* Provide first‑ and second‑line technical support, ensuring incidents and service requests are prioritised and resolved in line with agreed SLAs.
* Accurately log support calls and update actions to agreed standards.
* Manage high‑priority incidents and coordinate communication and resolution activities.
* Ensure compliance with IT security policies and procedures, escalating any breaches as appropriate.
* Follow established change control processes.
* Liaise with third‑party suppliers to resolve issues and deliver services.
* Manage the full lifecycle of end‑user computing devices, including procurement, build, deployment, maintenance, upgrades, and secure disposal.
* Help ensure adequate Service Desk coverage during supported business hours.
* Participate in IT projects and service improvement initiatives.
* Provide remote support to users across multiple office locations.
* Monitor infrastructure status and performance to identify and resolve issues proactively.
* Create and maintain documentation for IT systems, processes, and procedures.
* Stay up to date with emerging technologies and industry best practices.
* Identify opportunities to reduce errors, improve efficiency, and lower operational costs.
Essential
* Previous experience in an IT support or Service Desk role.
* Working knowledge of:
o Microsoft Windows and Microsoft 365
o Windows Server (2016, 2019, 2022)
o Windows 10 and Windows 11
o Networking concepts including TCP/IP, routing, DNS, and DHCP
o iOS devices
* Sound knowledge of computer hardware and troubleshooting techniques.
* Strong customer service and communication skills.
* Ability to manage multiple priorities and work effectively under pressure.
* Excellent documentation and organisational skills.
Desirable
* Experience supporting IT systems within a regulated or financial services environment.
Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation.
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