IT Service Desk Support Analyst

WA Consultants are searching for an IT Service Desk Support Analyst

4 days per week onsite near Exeter

Job Description: We are looking for a proactive and customer-focused IT Service Desk/Support Analyst to provide 1st and 2nd line support across a wide range of systems and services. This role is ideal for someone who thrives in a fast-paced environment, enjoys solving problems, and is passionate about delivering excellent service to users of all technical abilities.

Key Responsibilities:

• Service Desk Support: Resolve incidents and fulfil service requests for users across multiple UK sites via phone, email, and our ITSM platform.
• Technical Troubleshooting: Support and triage issues across Windows-based software and business-critical applications in Warehouse, Transport, and Back Office environments.
• Hardware Management: Deploy and maintain IT assets including PCs, laptops, mobile devices, printers, and warehouse equipment.
• Business Change Support: Assist with IT aspects of site openings, closures, and office relocations.
• User Communication: Engage effectively with users at all levels, ensuring clear updates and managing expectations.
• Ticket Management: Log, prioritise, and resolve tickets in line with SLAs, always maintaining a customer-first approach.
• Continuous Improvement: Identify trends, reduce repeat incidents, and contribute to improving service quality and user satisfaction.
• Monitoring & Escalation: Use monitoring tools to proactively identify issues and escalate where necessary.
• Collaboration: Work closely with other Technology teams to ensure smooth transitions of new systems and updates into support.
• On-Call Support: Participate in the out-of-hours support rota as required.
• Travel: Occasionally travel to other locations to support incidents or project delivery.

Required Experience:

. IT Support Experience: Minimum of 2 years' experience in a similar role
. Communication Skills: Confident in supporting users of varying technical ability.
. Attention to Detail: High level of accuracy in builds and documentation.
. Self-Management: Ability to manage workload and meet project deadlines.
. Travel Ready: Full UK driving licence, access to a vehicle insured for business use, and willingness to travel.

WA Consultants is an Employment Business and an Employment Agency as described within The Conduct of Employment Agencies and Employment Businesses Regulations 2003.