Service Desk Analyst

A fantastic opportunity working for a leading Gloucestershire employer. The Service Desk Analyst serves as the first point of contact for users seeking technical assistance providing 1st and 2nd line support within a busy team. This role involves troubleshooting hardware and software issues, providing excellent customer service, and ensuring timely resolution of enquires. The ideal candidate will be a proactive problem solver with strong communication skills and a passion for technology.

• 1st and 2nd Line technical support (phone, email and in person)
• Log support tickets for all issues flagged, including daily checks.
• Management of incidents and requests and escalating to 3rd line support where necessary.
• Processing of requests, to include but not limited to new starters, leavers and movers. Building of laptops, smartphone handsets to team standards.
• Hosting inductions for new employees.
• Maintaining an orderly and tidy working environment for all areas under the control of the IT department.
• Documentation; procedures, configurations, training
• Maintenance of end user and meeting room equipment builds and processes

Experience required

• Ideally 2 years' experience working in IT, ideally on a service or help desk.
• Good knowledge of Windows (configuration and support). Microsoft 365, including Teams, Exchange online & Intune
• Confident in supporting and communicating General understanding of LAN, WAN, DHCP, DNS