Service Desk Analyst

Our client is seeking a IT Service Desk Analyst to act as the first point of contact for all IT support across the organisation, based in Ipswich offering hyrbid. This role is focused on delivering a professional, customer-focused service, ensuring incidents and service requests are resolved efficiently while maintaining high service standards and contributing to continuous improvement.

Service Delivery & Support

• Act as the first point of contact for all IT incidents and service requests via phone, email, and ticketing system.
• Log, categorise, and prioritise tickets in line with agreed SLAs.
• Provide first-line resolution for common issues across hardware, software, and systems.
• Escalate more complex issues to 2nd/3rd line teams where required, ensuring clear handover.
• Work with third-party support providers where required, maintaining clear ownership of tickets and ensuring services are delivered in line with agreed expectations.
• Proactively manage and update tickets to resolution, keeping users informed throughout.

User Support

• Support users across core systems (Microsoft 365, Devices and Business Applications).
• Assist with onboarding and offboarding processes (account setup, access, equipment).
• Deliver end-user support including induction training for new starters, ensuring they are equipped to use core systems, devices, and collaboration tools effectively from day one.
• Provide ongoing guidance and informal training to users to improve system adoption and digital capability.
• Maintain a strong customer focus, ensuring a positive user experience.

Device & Systems Support

• Support laptops, mobile devices, printers, and peripherals.
• Assist with device builds, configuration, and deployment.
• Troubleshoot connectivity issues (WiFi, VPN, network access).
• Perform routine checks and basic system maintenance tasks.
• Assist with cyber security monitoring and remediation tasks.

Process & Continuous Improvement

• Follow ITIL-aligned processes for Incident, Request, and Problem Management.
• Contribute to the creation and maintenance of knowledge base articles.
• Identify recurring issues and highlight trends to support root cause analysis.
• Support service improvements to enhance efficiency and user satisfaction.

Person Specification Essential Experience & Skills

• Around 1 year of experience in a Service Desk or IT support role.
• Good understanding of Microsoft 365 (Outlook, Teams, SharePoint, etc.).
• Good understanding of Windows operating systems and desktop environments.
• Strong troubleshooting and problem-solving skills.
• Excellent communication skills, both technical and non-technical.
• Ability to manage workload and prioritise effectively.

Desirable

• Exposure to Active Directory / Microsoft Entra.
• Experience with ticketing tools (Zendesk, ServiceNow, Jira, etc.).
• Understanding of ITIL principles and service management processes.
• Basic networking knowledge (DNS, DHCP, VPN).
• Experience supporting SaaS applications.

Behaviours & Attributes

• Customer-focused with a proactive, "can-do" attitude.
• Strong attention to detail and ownership of tasks.
• Able to work both independently and as part of a team.
• Willingness to learn and develop technical skills.
• Calm and professional under pressure.