Overview

We’re looking for a proactive and customer-focused IT Service Desk Analyst to join our Information Systems team. In this role, you’ll provide first-line technical support to internal users, ensuring a high level of service in line with established procedures and SLAs.

Key Responsibilities

• Act as the first point of contact for all IT-related incidents and service requests via phone, email, and walk-ins
• Log and manage tickets accurately within the Service Desk system, including detailed notes of actions taken
• Perform initial troubleshooting and investigation using remote tools, resolving issues where possible or escalating when required
• Support users face-to-face with technical queries and provide effective solutions where possible
• Contribute to the development of standard operating procedures (SOPs) and “quick win” fixes
• Monitor Service Desk inboxes and phone lines, ensuring timely responses to all queries
• Track escalated tickets to ensure compliance with Service Level Agreements
• Assist with general IT administration, including documentation and procurement activities
• Support additional tasks as directed by IT leadership

About You

Qualifications

• Diploma or NVQ in IT or a communications-related subject (desirable, not essential)
• Awareness of ITIL or similar frameworks is advantageous

Experience

• Comfortable using computers and common business applications
• Previous experience in a customer-facing role

Skills & Knowledge

• Strong communication and telephone skills
• Excellent customer service approach
• Working knowledge of Windows operating systems
• Familiarity with Microsoft Office (Word, Excel, Outlook)
• Good analytical and problem-solving abilities
• Ability to work effectively both independently and as part of a team
• Comfortable working under pressure in a fast-paced environment

What We’re Looking For

A team player who demonstrates accountability, a customer-first mindset, and the confidence to take initiative and solve problems.