Service Desk Analyst

Service Desk Analyst | £35K | Hybrid - 1-2 days per week in office (Bridgend, Wales) | Permanent

Are you an experienced Service Desk Analyst ready to take your support skills to the next level?

We're looking for a confident and customer-focused IT professional to deliver high-quality 1st line support across a diverse international user base of over 2,500. You'll be joining a collaborative, hybrid-working team supporting operations across the UK and Europe - including London, Paris, Luxembourg, Düsseldorf, and Barcelona.

This is a hands-on support role ideal for someone with solid Service Desk experience, strong troubleshooting skills, and a passion for customer service excellence.

What You'll Do

• Deliver 1st line technical support via phone and self-service portal
• Troubleshoot issues across Windows, Citrix, Active Directory, Microsoft 365, Teams, and core business apps
• Manage and own tickets in ServiceNow, ensuring accurate updates and prompt resolution
• Work closely with Desktop Support and 2nd/3rd line teams to improve fix rates
• Contribute to Knowledge Base content and participate in key IT projects
• Ensure all work aligns with ITIL best practices and SLAs

What You'll Bring

• 1+ years in a Service Desk or IT Support role
• Proven experience with AD, Citrix Workspace, O365, Teams, and remote support tools
• Familiarity with Windows 10, SCCM, and basic networking (TCP/IP, DNS, DHCP)
• Strong communication and customer service skills
• ITIL Foundation (or willingness to certify within 12 months)
• A proactive, solution-oriented mindset with a team-first attitude