Service Desk Analyst

Location: Shoreditch, London

Salary: Competitive + Benefits

We're recruiting on behalf of a highly successful, privately owned real estate and construction group with an impressive and diverse portfolio spanning commercial property, development, hospitality and investment.

This is an exciting opportunity to join a dynamic organisation where technology plays a central role in supporting a fast-paced, multi-faceted business. You'll be joining a collaborative IT team, providing first and second-line support to users across a variety of business functions while gaining exposure to a broad range of technologies and projects.

As a Service Desk Analyst, you'll be the first point of contact for IT support, ensuring colleagues receive a responsive, professional and customer-focused service.

You'll diagnose and resolve technical issues, manage incidents through to resolution and work closely with the wider infrastructure team to deliver an outstanding IT experience across the business.

• Deliver first and second-line IT support via phone, email and in person.
• Log, prioritise and manage incidents and service requests.
• Troubleshoot hardware, software and networking issues.
• Build, configure and deploy laptops and desktops.
• Support Microsoft 365, Windows 10/11 and Active Directory.
• Manage user accounts, permissions and password resets.
• Support meeting room technology and AV equipment.
• Escalate complex issues where appropriate whilst maintaining ownership of tickets.
• Maintain accurate documentation and contribute to the IT knowledge base.
• Participate in IT projects, upgrades and continuous improvement initiatives.

You'll be passionate about technology and enjoy solving problems while delivering exceptional customer service.

You'll ideally have experience with:

• Service Desk / IT Support / Helpdesk experience.
• Windows 10 & Windows 11.
• Microsoft 365.
• Active Directory & Azure Active Directory.
• Intune (desirable).
• Exchange Online.
• Networking fundamentals (DNS, DHCP, TCP/IP).
• Hardware troubleshooting.
• Ticketing systems such as Freshservice, ServiceNow or Jira.
• Excellent communication and stakeholder management skills.
• A proactive, positive and customer-first attitude.

This is far more than a typical Service Desk role.

You'll become part of an ambitious, entrepreneurial organisation where no two days are the same. The business continues to grow across multiple sectors, giving you exposure to varied technologies, exciting projects and genuine opportunities for progression.