Service Desk Support Analyst

About the role

Working as part of the national IT team, you will be the first point of contact for technical support, handling requests by phone, email and in person. You will identify, troubleshoot and resolve issues quickly and efficiently within agreed service levels.

Key responsibilities

• Respond to service requests and technical support queries in person, by phone or by email.
• Diagnose and resolve hardware and software issues assigned to the service desk.
• Provision laptops, user accounts and related hardware for new starters and refreshes.
• Log all interactions and document resolutions in the ITSM system.
• Maintain accurate asset inventory when assigning equipment or software and participate in the on‑call roster.

Required profile

• 2–5 years of relevant service desk experience.
• ITIL certification (or equivalent) and preferably vendor certifications such as MCP or MCSE.
• Excellent communication, humour and the ability to stay calm while juggling shifting priorities.
• Adaptable, natural problem‑solver comfortable responding to a variety of people and situations.

Required skills

• Strong working knowledge of Windows 10.
• Microsoft 365/Teams and Active Directory user administration.
• LAN, VPN and TCP/IP networking fundamentals.
• Desktop security and document management concepts.
• Security awareness of malware, phishing, ransomware and scams.
• AV technologies such as Teams, Zoom Rooms and Open UC.

What we offer

• A friendly, supportive and welcoming team environment with plenty of learning opportunities.
• Access to the latest, leading‑edge technologies.
• Competitive salary and benefits package including healthcare, an annual wellbeing allowance, mobile phone and broadband subsidy.
• Groups and activities to suit your interests – arts & culture, sports, regular team and firm events.