Our client is seeking an entry-level Service Desk Analyst to join their IT team. This role is ideal for candidates currently working in an administrative position who are looking to transition into IT or those with experience in a 1st line support role. The successful candidate will provide first-line technical support, ensuring that IT incidents and service requests are logged, responded to, and resolved in line with ITIL standards. This position requires excellent customer service skills, the ability to troubleshoot IT issues, and a proactive approach to problem-solving.
Job Duties:
- Provide 1st line support via phone, email, walk-ups, and deskside assistance.
- Log and categorise all IT incidents and service requests within the ITSM platform.
- Troubleshoot technical issues before escalating to the appropriate teams.
- Maintain and update incident and service request records, ensuring users receive timely updates.
- Manage IT onboarding and offboarding, including account setup and hardware provision.
- Monitor and maintain stock levels of IT equipment and peripherals.
- Maintain the IT asset register for end-user equipment.
- Liaise with third-party suppliers to log and follow up on technical faults.
- Share knowledge with team members and contribute to the creation of knowledge base articles.
- Act as the IT representative within the local office, proactively engaging with users.
- Escalate major IT issues to the relevant technical teams.
- Maintain regular communication with the global IT team and management.
- Perform additional duties as required.
Job Requirements:
- Experience in a 1st line service desk role or an IT environment is preferred but not essential.
- Basic knowledge of Citrix Administration, Office 365, Active Directory, Exchange, IP Telephony, Intune, Microsoft Teams Room, and ITSM ticketing platforms is desirable.
- Ability to troubleshoot hardware issues both remotely and locally.
- Strong knowledge of current PC operating systems and applications.
- Excellent organisational skills and the ability to work effectively in a fast-paced support environment.
- Strong verbal communication skills, with a customer-focused approach.
- Ability to guide users through troubleshooting steps over the phone.
What You’ll Love:
Our client provides an excellent opportunity for individuals looking to start or further develop their career in IT. This role offers hands-on experience in a dynamic and supportive environment, with opportunities for professional growth. The organisation values collaboration, agility, and ethical practices, ensuring a workplace culture that fosters development and success.
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