A fantastic opportunity working for a leading Gloucestershire employer. The Service Desk Analyst serves as the first point of contact for users seeking technical assistance providing 1st and 2nd line support within a busy team. This role involves troubleshooting hardware and software issues, providing excellent customer service, and ensuring timely resolution of enquires. The ideal candidate will be a proactive problem solver with strong communication skills and a passion for technology.
1st and 2nd Line technical support (phone, email and in person)
Log support tickets for all issues flagged, including daily checks.
Management of incidents and requests and escalating to 3rd line support where necessary.
Processing of requests, to include but not limited to new starters, leavers and movers. Building of laptops, smartphone handsets to team standards.
Hosting inductions for new employees.
Maintaining an orderly and tidy working environment for all areas under the control of the IT department.
Documentation; procedures, configurations, training
Maintenance of end user and meeting room equipment builds and processes
Experience required
Ideally 2 years' experience working in IT, ideally on a service or help desk.
Good knowledge of Windows (configuration and support). Microsoft 365, including Teams, Exchange online & Intune
Confident in supporting and communicating General understanding of LAN, WAN, DHCP, DNS
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