Overview
We are seeking a Service Desk Analyst to join our internal IT team on a 12-month contract, providing essential support for operations across the UK and Ireland. This role serves as the first point of contact for IT support requests, allowing you to gain valuable experience in a dynamic environment as the client organization expands its presence in Europe. You will collaborate closely with team members to ensure efficient troubleshooting and resolution of issues, while also supporting end-users and managing the ticketing system effectively.
Responsibilities
- Act as the first point of contact for IT support requests by logging and triaging tickets.
- Troubleshoot and resolve common hardware, software, and connectivity issues.
- Support end users across Windows and Mac OS devices.
- Provide basic administration support for Active Directory, M365, and Exchange Online.
- Assist with mobile device and printer support.
- Escalate more complex networking or data centre issues to 2nd/3rd line support.
- Manage and prioritize workload using the ticketing system.
- Deliver general desktop/computer support as needed, including occasional on-site cover at the St Albans office.
Requirements
- 0-3 years' experience in an IT support or service desk role.
- Basic understanding of networking concepts; exposure to Cisco is a bonus but not required.
- Familiarity with Windows environments; exposure to Mac OS support is advantageous.
- Some experience with Active Directory and M365 administration.
- Comfortable working within a ticketing system.
- Proactive and flexible attitude with a willingness to learn across multiple technical areas.
- Strong communication skills and a genuine interest in a career in IT infrastructure.
- Willingness to travel to St Albans on an occasional basis.