Reed Technology is partnering with a global service provider operating within a highly specialised industry to recruit a Service Desk Analyst.

This is an excellent opportunity for an IT support professional looking to join a collaborative team environment where they will act as the first point of contact for IT support across the business. You'll be responsible for managing and resolving incidents, service requests, and user queries while delivering a high level of customer service to colleagues across the organisation.

Key Responsibilities

• Act as the first point of contact for all IT incidents and service requests.
• Provide 1st line support for hardware, including PCs, laptops, mobile devices, and printers.
• Manage user access requests, application support requests, hardware requests, and new starter/leaver processes.
• Deliver remote support and troubleshoot technical issues for end users.
• Maintain accurate, clear, and detailed ticket documentation throughout the incident lifecycle.
• Ensure incidents and requests are managed and resolved within agreed service levels.
• Maintain and update the IT asset database, ensuring records remain accurate at all times.
• Escalate issues to appropriate support teams where necessary.

Skills & Experience

• IT-related qualification, training, or equivalent commercial experience.
• Previous experience within a Service Desk, Helpdesk, or IT Support environment.
• Strong troubleshooting and problem-solving abilities.
• Experience supporting:
  • Networking fundamentals
  • Desktop, laptop, printer, and mobile device hardware
  • Windows 10/11 environments
  • Active Directory user and group administration
  • Microsoft 365 administration
  • Intune / Mobile Device Management (MDM)
  • Remote access and remote support tools
  • IP telephony systems
• Excellent communication and customer service skills.
• Ability to prioritise workload and work effectively in a fast-paced environment.

Benefits

• Permanent position
• £30,000 salary
• Fully on-site working model