Service Desk Analyst

Service Desk Analyst

We are seeking a proactive and customer-focused Service Desk Analyst to join our IT team. You’ll be the first point of contact for all IT-related queries, delivering technical support and troubleshooting across a range of systems — with a strong emphasis on Windows OS and Active Directory.

Key Responsibilities:

• Provide first-line technical support via phone, email, and ticketing system.
• Troubleshoot and resolve issues related to Windows 10/11, Microsoft Office, printers, and basic hardware.
• Manage user accounts and permissions using Active Directory.
• Escalate complex incidents to 2nd/3rd line teams where appropriate.
• Maintain accurate records of all support requests in the ticketing system.
• Assist in setting up new user accounts, desktops, and mobile devices.
• Follow ITIL best practices for incident, request, and problem management.

Key Skills & Experience:

• Previous experience in a 1st Line/Service Desk or IT Support role.
• Strong working knowledge of Windows desktop environments.
• Hands-on experience with Active Directory (user management, group policies, password resets, etc.).
• Familiarity with Office 365 and remote support tools.
• Excellent communication and customer service skills.
• Ability to troubleshoot technical issues methodically and patiently.
• MUST HAVE a UK driving license and your own car