1st-2nd line Service Desk Analyst

Pro-Connexions; England; On-site; GBP 26,000 - 38,000; Full time

Job summary

Pro-Connexions in Hertfordshire is seeking a proactive 1st-2nd line Service Desk Analyst to join our office-based IT team, Monday to Friday. You will handle user accounts, troubleshoot routine hardware and software issues, onboard/offboard staff, provision laptops, and assist with installation and configuration while supporting our cloud stack (Microsoft 365, Freshservice, NinjaOne).

You will also document processes and provide end-user training, with secondary support to international offices.

Qualifications

• Proven ability to provide 1st/2nd line IT support with customer focus.
• Experience with Microsoft 365 and cloud-based IT tooling is preferred.
• Familiarity with account provisioning, onboarding and end-user training.

Responsibilities

• Handle 1st/2nd line IT support for staff across the business.
• Onboard/offboard users, create accounts and provision laptops.
• Install and configure hardware/software and support cloud stack.
• Deliver training and guidance on IT systems and applications.
• Document processes and maintain records; provide secondary support to international offices.

Skills

1st line support

2nd line support

cloud technologies

Microsoft 365

Azure Entra ID

Intune

Autopilot

Exchange

Teams Admin

Laptop provisioning

Tools

Freshservice

NinjaOne

Job description

1st-2nd line Service Desk Analyst Offering a great opportunity to convert to Cloud Support!

Office based in Hertfordshire- Mon Fri needed to deliver fast, effective technical support across our business. Would you like to work in an environment where Skill Development is high encouraged and not a Siloed environment?

Successful 1st-2nd line Service Desk Analyst will be tasked with managing user accounts, troubleshoot everyday hardware/software issues, and support our modern cloud stack (Microsoft 365, Freshservice, NinjaOne). We will consider candidates with on Prem experience that wants to convert to the Cloud!

As 1st-2nd line Service Desk Analyst your role will include 1st Line Support, end user onboarding/offboarding account creation, and laptop provisioning, assisting with installation and configuration of hardware and software, deliver training and guidance to staff on IT Systems & Applications, as well as documentation and maintenance of records. Whilst you will be providing IT Support within our head office mainly you will also be providing secondary support to our international Offices.

Successful 1st-2nd line Service Desk Analyst must have a passion for learning, be confident in their approach, excellent communication skills, presentable and resourceful and resilient in their approach to learning technology.

Any 1st-2nd line Service Desk Analyst that has Microsoft Stack: Exposure to Entra ID (Azure AD), Intune / Autopilot, Exchange, and Teams Admin will have a huge advantage.