Support Desk Analyst
Meriden, West Midlands
Permanent
Up to £26,000 pa (depending on experience)
Full time, Monday to Friday - office based
Benefits of the Support Desk Analyst role: 33 days holiday including bank holidays, pension scheme and free on-site parking.
Please note this is an office-based Support Desk Analyst role in Meriden with no option to work from home.
Are you a Support Desk Analyst who enjoys helping people and fixing problems? If you like being the go-to person when something isn’t working and take pride in finding solutions, this could be a great move for you.
Pertemps, the UK’s largest independent recruitment agency, is looking for a reliable and approachable Support Desk Analyst to join their IT team. This is a great opportunity for a Support Desk Analyst who wants to build on their experience in a busy environment where no two days are the same.
What you’ll be doing as a Support Desk Analyst:
* Acting as the first point of contact for all IT support queries across the business
* Logging, categorising and prioritising tickets through the helpdesk system
* Troubleshooting hardware, software, access and basic network issues
* Providing first-line support for Microsoft Office, Windows and business systems
* Managing user accounts including password resets, access and permissions
* Supporting new starters and leavers with account setup, equipment and access
* Escalating more complex issues with clear and accurate information
* Monitoring and progressing tickets to meet agreed response times
* Supporting laptops, mobiles and other IT equipment
* Assisting with system updates, patches and general maintenance
* Maintaining accurate ticket notes and contributing to support documentation
What we’re looking for:
* Previous experience working as a Support Desk Analyst or in a similar first-line IT support role
* Experience working in a service desk environment, managing and updating tickets
* Good understanding of Windows, Microsoft Office and general IT systems
* Experience with user account management (password resets, permissions, access)
* Basic knowledge of networking or VPN connectivity issues
* Familiarity with ticketing systems and ideally ITIL-based processes
* Strong communication skills with the ability to explain technical issues clearly
* A calm, professional and helpful approach when dealing with users
* Good organisation skills with the ability to manage multiple tickets at once
* A methodical approach to troubleshooting and following processes
* Awareness of data protection and handling sensitive information appropriately
It would be a bonus if you have:
* ITIL Foundation or similar
* Experience supporting multiple sites or remote users
* Exposure to cloud systems or business applications
If you’re a Support Desk Analyst who enjoys being part of a supportive team and wants a role where you can build your skills and gain more exposure, this could be a great opportunity. Apply today!