Service Desk Analyst

Your new role
As a Service Desk Analyst you'll play a crucial role in assisting internal customers. Your responsibilities include providing 1st and 2nd line technical support, resolving incidents according to guidelines and Service Level Agreements, and supporting users with Victim Support procured computers. Additionally, you'll create and update Knowledge Base articles, User Guides, and FAQs to enhance self-service capabilities. Your active participation in team meetings, workshops, and IT projects will contribute to our overall success. If you're passionate about technology and helping others, this role is an excellent fit!
What you'll need to succeed

• Experience of working in 1st / 2nd line Service Desk support role.
• Experience in an ITIL aligned enterprise environment.
• Microsoft Active Directory & Microsoft EntraID (Azure), managing computer and user accounts, groups and containers.
• End user hardware setup, configuration, troubleshooting and diagnostics.
• Specific familiarity with Lenovo & Dell Laptop and Desktop hardware / firmware.
• Microsoft Windows 10 & Windows 11 installation, configuration and troubleshooting.
• Microsoft Office 2016 and O365 installation, configuration, and troubleshooting.
• Experience with IT Service Management tools i.e. ticket logging software, Microsoft System Centre.
• Ability to effectively prioritise and execute your own and team tasks in a busy environment.

What you'll get in return

• Flexible working options including hybrid working (For this role specifically, there is a requirement to attend site 2-3 days a week as onsite work to be completed)
• 28 days annual leave plus Bank Holidays, rising to 33 days plus Bank Holidays
• An extra day off for your birthday in addition to annual leave
• Pension with 5% employer contribution
• Enhanced sick pay allowances, maternity & paternity payments
• High Street, retail, holiday, entertainment & leisure discounts
• Access to our financial wellbeing hub & salary deducted finance
• Employee assistance programme & wellbeing support
• Cycle2Work Scheme
• Gym Membership Discount
• Eyecare Vouchers
• Free Will writing service

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.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

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