Service Desk Analyst

IT Support Analyst

A fast-growing technology company is looking for an IT Support Analyst to join their team. This is a front-line support role, ideal for someone with a technical mindset and a passion for problem-solving. You'll be assisting users with day-to-day technical issues and supporting a variety of IT services and connectivity solutions.

Role and Responsibilities:

• Provide first-line support via phone, email, and chat
• Record and manage tickets accurately
• Troubleshoot issues related to networks, connectivity, telephony, and related services
• Guide users through basic fixes; escalate more complex problems
• Monitor systems and identify early signs of service disruption
• Support device setup, updates, and basic configuration
• Maintain clear and helpful documentation
• Contribute ideas for improving support processes

Essential Skills & Experience:

• Understanding of networking basics: IP, DNS, DHCP, VPN, etc
• Strong communication skills with a customer-first mindset
• Confidence in resolving technical issues and escalating appropriately
• Organised, curious, and eager to build technical knowledge
• Ability to work effectively under pressure and manage multiple tasks

Desirable:

• Previous experience in a service desk, ISP, or tech support environment
• Familiarity with tools like ticketing systems and network monitoring platforms
• Knowledge of setting up network devices (routers, modems)
• Certifications such as CompTIA A+, Network+, or similar

Package:

• Salary up to £26,000
• Ongoing training and development
• Strong benefits package