Service Desk Analyst 1st Line

Your new company
This is a great opportunity for an experienced IT support professional to join a busy, customer-focused environment and provide high-quality technical support across the council. You'll deliver both 1st and 2nd line support, resolve technical incidents and service requests, and help ensure colleagues have the technology they need to deliver vital services to local communities.

Your new role
As a Service Desk Analyst, you'll be a key point of contact for a wide range of ICT issues, taking ownership of incidents and service requests and seeing them through to resolution wherever possible.Working across a varied technology environment, you'll support Microsoft 365, Exchange Online, Active Directory, Azure AD, end-user devices, mobile technology and business-critical applications.Alongside day-to-day support, you'll have the opportunity to contribute to ICT projects and service improvements as the council continues to modernise and develop its technology services.

Key Responsibilities

• Provide 1st and 2nd line technical support to users across the organisation.
• Investigate and resolve incidents and service requests through the Service Desk system.
• Support Microsoft 365, Exchange Online, Active Directory and Azure AD environments.
• Create and manage user accounts, distribution lists and security groups.
• Diagnose and resolve desktop, laptop, printer and mobile device issues.
• Deploy and configure hardware and software solutions.
• Maintain accurate technical documentation and support records.
• Assist with ICT projects and ongoing service improvements.
• Deliver both remote and face-to-face user support.
• Maintain service levels through proactive ticket management and clear customer communication.

What you'll need to succeed
We're looking for someone with experience in an IT support, Service Desk or desktop support environment who enjoys troubleshooting technical problems and providing a high standard of customer service.

You'll ideally bring:

• Experience supporting Microsoft Windows and Microsoft 365 environments.
• Good knowledge of Active Directory and Azure AD administration.
• Experience using Service Desk or ITSM ticketing systems.
• Knowledge of Exchange Online and mailbox administration.
• Experience supporting mobile devices and endpoint management solutions.
• Strong troubleshooting and diagnostic skills.
• Excellent communication and customer service skills.
• The ability to prioritise effectively and manage multiple support requests.

What you'll get in return
£150-£175 per day umbrella
4-month contract

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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