IT Service Desk Analyst

1st Line Service Desk Analyst - Permanent (Full-Time, Monday to Friday) position, based in Burton-Upon-Trent (Onsite) - £24k annual salary


Job Summary:
As a 1st Line Service Desk Analyst, you'll be the initial point of contact for internal customers regarding IT issues and queries. Your role involves logging and resolving requests and incidents efficiently while maintaining compliance with service level agreements (SLAs). You'll provide professional customer support, both remotely and in person, and assist with software and hardware issues, including troubleshooting and asset management.

Key Responsibilities:

• First point of contact for internal IT inquiries and issues.
• Logging and resolving requests and incidents within SLA timeframes.
• Providing professional customer support remotely and in person.
• Administering and supporting IT solutions like Active Directory, Office 365, D365, and more.
• Managing user accounts, permissions, and software licenses.
• Installing and supporting software.
• Troubleshooting hardware and software issues on various devices.
• Asset management for IT equipment.
• Identifying and reporting problems to Service Managers.
• Organizing and prioritizing workload efficiently.
• Contributing to improving first-time issue resolution.
• Keeping updated on new technologies.

Qualifications and Skills:

• ITIL certification or familiarity
• Previous IT Service Desk or customer support experience is a plus.
• Strong analytical and communication skills.
• Familiarity with Microsoft technologies and operating systems.
• Experience with end-user device support (desktops, laptops, printers, mobile devices).
• This concise job description covers the main responsibilities, qualifications, and skills required for the 1st Line Service Desk Analyst position. You can further customize it as needed for your specific job posting.