Service Desk Analyst
Service Desk Analyst
We are looking for a proactive and customer-focused Service Desk Analyst to join an IT support team. This role is ideal for someone with strong technical fundamentals, excellent communication skills, and the ability to provide high-quality support to end users both remotely and on-site. A full driving licence is required due to occasional travel to customer locations.
Key Responsibilities
- Act as the first point of contact for IT support via phone, email, and in person
- Provide 1st/2nd line support for Windows-based environments
- Build, configure, and deploy laptops and associated hardware
- Manage user accounts, groups, and permissions in Active Directory
- Diagnose and resolve hardware, software, and network-related issues
- Escalate complex incidents to senior teams where appropriate
- Maintain accurate ticket records and documentation
- Deliver a consistently high level of customer service and support
Essential Skills & Experience
- Previous experience in a Service Desk / IT Support role
- Strong working knowledge of Windows OS (Windows 10/11)
- Experience using Active Directory (user management, password resets, permissions)
- Hands-on experience with laptop builds, imaging, and deployments
- Excellent customer service and communication skills
- Ability to manage and prioritise multiple support requests
- Full UK driving licence
Desirable Skills
- Experience with Office 365 / Microsoft 365
- Knowledge of basic networking (TCP/IP, DNS, DHCP)
- Experience working with ticketing systems
- IT-related certifications (e.g. CompTIA, Microsoft)