We are seeking a proactive and customer-focused Service Desk Analyst to join our dynamic team within a Managed Service Provider (MSP) environment.

Requirements

Serve as the first point of contact for IT support via phone, email, and ticketing system.
Log, classify, and prioritize incidents and service requests.
Provide basic troubleshooting for hardware, software, user access, and network-related issues.
Use provided documentation and standard procedures to resolve common issues.
Escalate complex problems to senior analysts or technical teams while keeping the user informed.
Maintain clear and accurate records of all support interactions in the IT service management tool.
Follow shift handover procedures and contribute to ongoing knowledge sharing.
Develop your technical and customer service skills with guidance and training from senior team members.

Benefits

26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year
Exceptional family leave
Robust sick pay
24/7 Employee Assistance Programme
Private medical insurance
Performance-based rewards
Income protection
SkillsHub learning platform
Access to external training and apprenticeships
MatchIt! Fundraise for a cause close to your heart
Pennies from Heaven
ULEV car scheme
Dental insurance
Health Cash Plan
Critical Illness Cover
Partner Life Cover

We are seeking a proactive and customer-focused Service Desk Analyst to join our dynamic team within a Managed Service Provider (MSP) environment.

Serve as the first point of contact for IT support via phone, email, and ticketing system.
Log, classify, and prioritize incidents and service requests.
Provide basic troubleshooting for hardware, software, user access, and network-related issues.
Use provided documentation and standard procedures to resolve common issues.
Escalate complex problems to senior analysts or technical teams while keeping the user informed.
Maintain clear and accurate records of all support interactions in the IT service management tool.
Follow shift handover procedures and contribute to ongoing knowledge sharing.
Develop your technical and customer service skills with guidance and training from senior team members.

26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year
Exceptional family leave
Robust sick pay
24/7 Employee Assistance Programme
Private medical insurance
Performance-based rewards
Income protection
SkillsHub learning platform
Access to external training and apprenticeships
MatchIt! Fundraise for a cause close to your heart
Pennies from Heaven
ULEV car scheme
Dental insurance
Health Cash Plan
Critical Illness Cover
Partner Life Cover