Service Desk Analyst

Service Desk Analyst

We are seeking a proactive and customer-focused Service Desk Analyst to join our IT support team. The successful candidate will act as the first point of contact for IT-related incidents and service requests, providing high-quality technical support while delivering an excellent customer experience.

This role is ideal for an individual with hands-on experience supporting Active Directory, Microsoft 365, and IT service management processes, who thrives in a fast-paced support environment.

Key Responsibilities

• Serve as the first-line point of contact for users via phone, email, and ticketing system
• Log, categorise, prioritise, and manage support tickets in line with SLA requirements
• Provide day-to-day support for Active Directory, including user account management, group policies, and permissions
• Support Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint)
• Troubleshoot and resolve hardware, software, and access-related issues
• Escalate incidents to second-line teams where appropriate, ensuring clear documentation and handover
• Maintain accurate ticket notes and user communication throughout the incident lifecycle
• Deliver consistently high levels of customer service and user satisfaction

Required Skills and Experience

• Proven experience in a Service Desk / IT Support / Helpdesk role
• Strong working knowledge of Active Directory
• Experience supporting Microsoft 365 (M365)
• Solid understanding of ticket logging and ITSM processes
• Excellent verbal and written communication skills
• Strong customer service mindset with the ability to manage user expectations
• Ability to work effectively under pressure and manage multiple priorities

Desirable Skills

• Experience with ITIL-based environments
• Exposure to remote support tools
• Basic networking or security knowledge

Active Directory