Service Desk Analyst

Our client is seeking a Service Desk Analyst to act as the first point of contact for all IT support across the organisation, based in Ipswich, offering a salary of £30,000. This role is focused on delivering a professional, customer-focused service, ensuring incidents and service requests are resolved efficiently while maintaining high service standards and contributing to continuous improvement. Service Delivery & Support * Act as the first point of contact for all IT incidents and service requests via phone, email, and ticketing system. * Log, categorise, and prioritise tickets in line with agreed SLAs. * Provide first-line resolution for common issues across hardware, software, and systems. * Escalate more complex issues to 2nd/3rd line teams where required, ensuring clear handover. * Work with third-party support providers where required, maintaining clear ownership of tickets and ensuring services are delivered in line with agreed expectations. * Proactively manage and update tickets to resolution, keeping users informed throughout. User Support * Support users across core systems (Microsoft 365, Devices and Business Applications). * Assist with onboarding and offboarding processes (account setup, access, equipment). * Deliver end-user support including induction training for new starters, ensuring they are equipped to use core systems, devices, and collaboration tools effectively from day one. * Provide ongoing guidance and informal training to users to improve system adoption and digital capability. * Maintain a strong customer focus, ensuring a positive user experience. Device & Systems Support * Support laptops, mobile devices, printers, and peripherals. * Assist with device builds, configuration, and deployment. * Troubleshoot connectivity issues (WiFi, VPN, network access). * Perform routine checks and basic system maintenance tasks. * Assist with cyber security monitoring and remediation tasks. Process & Continuous Improvement * Follow ITIL-aligned processes for Incident, Request, and Problem Management. * Contribute to the creation and maintenance of knowledge base articles. * Identify recurring issues and highlight trends to support root cause analysis. * Support service improvements to enhance efficiency and user satisfaction. Person Specification Essential Experience & Skills * Around 1 year of experience in a Service Desk or IT support role (or strong demonstrable aptitude). * Good understanding of Microsoft 365 (Outlook, Teams, SharePoint, etc.). * Good understanding of Windows operating systems and desktop environments. * Strong troubleshooting and problem-solving skills. * Excellent communication skills, both technical and non-technical. * Ability to manage workload and prioritise effectively. Desirable * Exposure to Active Directory / Microsoft Entra. * Experience with ticketing tools (Zendesk, ServiceNow, Jira, etc.). * Understanding of ITIL principles and service management processes. * Basic networking knowledge (DNS, DHCP, VPN). * Experience supporting SaaS applications. Behaviours & Attributes * Customer-focused with a proactive, "can-do" attitude. * Strong attention to detail and ownership of tasks. * Able to work both independently and as part of a team. * Willingness to learn and develop technical skills. * Calm and professional under pressure.