11614SJR
£28k - 32k per year
Service Desk Analyst
We are looking for a proactive and customer focused IT Service Desk Analyst to join their IT Service Desk team. You will play a key role in supporting business operations by delivering high quality technical support, fulfilling IT service requests, and contributing to a range of technical and business projects.
This is an excellent opportunity for an experienced IT support professional who enjoys working in a fast paced environment, managing priorities effectively, and helping to drive continuous improvement across IT services.
Key Responsibilities
- Provide first and second line technical support, ensuring incidents and service requests are prioritised and resolved in line with agreed SLAs.
- Accurately log support calls and update actions to agreed standards.
- Manage high priority incidents and coordinate communication and resolution activities.
- Ensure compliance with IT security policies and procedures, escalating any breaches as appropriate.
- Follow established change control processes.
- Liaise with third party suppliers to resolve issues and deliver services.
- Manage the full lifecycle of end user computing devices, including procurement, build, deployment, maintenance, upgrades, and secure disposal.
- Help ensure adequate Service Desk coverage during supported business hours.
- Participate in IT projects and service improvement initiatives.
- Provide remote support to users across multiple office locations.
- Monitor infrastructure status and performance to identify and resolve issues proactively.
- Create and maintain documentation for IT systems, processes, and procedures.
- Stay up to date with emerging technologies and industry best practices.
- Identify opportunities to reduce errors, improve efficiency, and lower operational costs.
Essential
- Previous experience in an IT support or Service Desk role.
- Working knowledge of:
- Microsoft Windows and Microsoft 365
- Windows Server (2016, 2019, 2022)
- Windows 10 and Windows 11
- Networking concepts including TCP/IP, routing, DNS, and DHCP
- iOS devices
- Sound knowledge of computer hardware and troubleshooting techniques.
- Strong customer service and communication skills.
- Ability to manage multiple priorities and work effectively under pressure.
- Excellent documentation and organisational skills.
Desirable
- Experience supporting IT systems within a regulated or financial services environment.
Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation.