Service Desk Analyst

Job Description We are seeking a diligent and organised professional to provide first-line technical support within a dynamic IT environment. The successful candidate will play a key role in resolving user issues efficiently while maintaining high standards of customer service. '56; Respond promptly to service requests and incidents via phone, email, or ticketing system '56; Diagnose and resolve hardware, software, and network-related issues '56; Escalate complex problems to appropriate technical teams when necessary '56; Maintain accurate documentation of incidents and resolutions in the service management system '56; Collaborate with colleagues to ensure continuous service improvement and knowledge sharing '56; Assist with user account management and access permissions '56; Participate in scheduled system maintenance and updates as required '56; Adhere to organisational policies, including data security and confidentiality '56; Provide clear and professional communication to users of varying technical ability '56; Support the IT team in meeting service level agreements and performance targets Requirements The ideal candidate will possess a strong technical aptitude combined with excellent communication skills to effectively support end-users and resolve IT issues promptly. They should be highly organised, collaborative, and able to work efficiently within a team environment while managing multiple tasks. '56; Proven experience in a service desk or IT support role '56; Sound knowledge of Windows and Mac operating systems, along with common office software '56; Familiarity with incident management and ticketing systems '56; Strong problem-solving skills with the ability to diagnose and resolve technical issues remotely and on-site '56; Excellent verbal and written communication skills, ensuring clear and professional interaction with users '56; Ability to prioritise workload effectively and manage time efficiently '56; A customer-focused approach with a commitment to delivering high-quality service '56; Willingness to work flexibly, including occasional out-of-hours support if required '56; Relevant IT certifications such as ITIL Foundation or CompTIA A+ are advantageous '56; Eligibility to work in the UK without sponsorship Benefits We offer a comprehensive benefits package designed to support your professional development and well-being. Our inclusive and collaborative working environment ensures you are valued and empowered to contribute effectively. '56; Competitive salary with annual performance reviews '56; Generous annual leave entitlement plus bank holidays '56; Pension scheme with employer contributions '56; Access to ongoing training and development programmes '56; Employee assistance programme and wellbeing support '56; Season ticket loan for public transport '56; Opportunities for career progression within a structured framework '56; Inclusive and supportive workplace culture promoting work-life balance