Service Desk Analyst

Excellent opportunity for a Service Desk Analyst to join a leading IT and Communications service provider in the South West. 
 
Job Title: Service Desk Analyst
Job Type: Permanent; Full Time
Salary: £25,000 - £30,000 
Location: Exeter
 
About the Service Desk Analyst role: 
Join a constantly growing team in a company that has clients across the UK and beyond with a penchant for progression. You will be working with clients on a daily basis, supporting their continued success via our ticketing platform and remote support software as well as regular visits to client premises. You will have a logical approach and attention to detail, be confident, highly organised, flexible, reliable and able to manage tasks and prioritise within tight deadlines.  

Key responsibilities of the Service Desk Analyst:
- Provide first line technical support to our customers via our ticketing platform, email, phone and remote support tools
- Diagnose and resolve common desktop, laptop, printer and basic networking issues
- Set up and configure new user accounts, devices and applications
- Assist with routine maintenance tasks, patching and monitoring
- Escalate more complex issues to senior engineers where appropriate
- Support small project tasks under the guidance of more senior team members
- Accurately document work, updates and solutions in our service desk system

Requirements of the Service Desk Analyst:
- Motivated team player with high standards of customer service
- Excellent analytical and problem-solving skills, with a strong attention to detail even when working under pressure.
- Methodical and able to approach complex problems logically
- Excellent written and verbal communication skills at all levels, both technical and non-technical audiences, including 3rd party vendor communications as part of a larger project team
- Aptitude for continuous learning and development, including self-directed study when appropriate
- You must be enthusiastic, inquisitive, presentable, confident & articulate with an excellent telephone manner
- Your own car and a clean driving licence would be advantageous (costs will be reimbursed)
- Degree-level or higher qualification in BSc Cyber Security, BSc Computer
Science, BSc Software Engineering, BSc Mathematics, MSc Cyber Security is desirable 
- Any relevant industry certifications
 
Must be able to demonstrate some of the following: 
- Knowledge of Microsoft operating systems ideally up to Windows Server 2025 and certainly Windows 11, including Active Directory and DNS
- Understanding of network topologies including wired / wireless, switching, security and VLANs.
- Implementation of networking upgrades desirable
- Experience of basic security hardening and penetration testing would be advantageous
- Experience of conducting audits e.g. asset management, cyber security etc.
- Experience with PowerShell for administration and automation
- Experience of supporting organisations to achieve Cyber Essentials / CE+ a distinct advantage
- Office 365 Administration. Office 365 migration experience desirable
- Azure Administration and migration experience
- Experience of server and workstation hardware builds, fault diagnosis and problem resolution
- Experience of a wide range of Endpoint Security solutions and managed mail security, including centralised management and monitoring
- Familiarity with patch management, configuration management and MDM solutions desirable
- Experience of the managed deployment of client applications and application migration
- Experience with SQL Server and SQL database administration and upgrades would be advantageous
- Familiarity with supporting all common end user software including Microsoft Office
- Experience of technical writing, documenting solutions or writing / designing training materials
- Experience with other scripting and programming languages e.g. Python, Go, Swift etc.
 
Benefits of the Service Desk Analyst: 
- Paid holidays + Bank Holidays
- Opportunities to progress