IT Service Desk Analyst

• Acting as a first point of contact for IT support requests across the business.
• Managing and resolving incidents and service requests in line with service desk procedures.
• Providing hands-on technical support across systems, networks and user devices.
• Escalating complex issues and supporting resolution with wider IT teams.
• Monitoring and tracking support tickets to ensure timely resolution and user satisfaction.
• Supporting video conferencing, presentations and communication systems.
• Maintaining IT asset records and managing stock control processes.
• Supporting change management processes including raising and reviewing changes.
• Managing relationships with local service providers and vendors.
• Assisting with onboarding and training of new IT Service Desk team members.
• Preparing user guides, documentation and support materials.
• Identifying opportunities to improve IT performance and prevent recurring issues.
• Supporting IT projects and initiatives alongside wider teams. 

The ideal candidate will have a minimum of 2 years' experience in an IT support or service desk role, with a strong understanding of Microsoft 365, Windows 11 and iOS operating systems. They will demonstrate strong problem-solving and analytical skills, along with the ability to deliver excellent customer service in a fast-paced environment. Strong communication and interpersonal skills are essential, with the ability to work collaboratively across teams and support users at all levels. The successful individual will be organised, adaptable and capable of managing multiple priorities, with a proactive approach and a commitment to ongoing professional development.