Service Desk Analyst

Full-Time | Permanent

About the Role

We are seeking a customer-focused and technically capable Service Desk Analyst to join our clients IT team. This role is the first point of contact for internal and/or external users, providing timely and effective support across a range of systems, applications, and devices.

You will play a key role in ensuring smooth day-to-day operations by diagnosing issues, resolving incidents, and delivering an outstanding service experience.

Key Responsibilities

• Provide Level 1 (and where appropriate Level 2) technical support via phone, email, and ticketing systems
• Log, track, and manage incidents and service requests through to resolution
• Troubleshoot hardware, software, network, and user access issues
• Escalate complex issues to relevant teams when required
• Maintain accurate documentation of issues and resolutions
• Support onboarding/offboarding processes (user accounts, devices, access)
• Contribute to continuous improvement of service desk processes

About You

We are looking for someone who combines strong technical capability with excellent communication skills.

You will ideally have:

• 1–3+ years experience in a Service Desk or IT Support role
• Experience working with Microsoft environments (O365, Windows 10/11, Active Directory)
• Familiarity with ticketing systems and ITIL-based processes
• Basic networking knowledge (VPN, DNS, DHCP)
• Strong problem-solving skills and attention to detail
• Excellent verbal and written communication skills
• A customer-first mindset with a calm and professional approach

What is on Offer

• Supportive and collaborative team environment
• Opportunities for professional development and certification
• Exposure to a variety of technologies
• Competitive salary and benefits package

If you enjoy solving problems, helping people, and working in a fast-paced environment where no two days are the same, we would love to hear from you.

Please note, this is not a hybrid position. You will be working from a central city location.

Apply now with your CV and a brief cover letter outlining your suitability for the role.