1st-2nd line Service Desk Analyst

Pro-Connexions; Potters Bar; On-site; GBP 22,000 - 32,000; Full time

Job summary

Pro-Connexions is seeking a 1st-2nd line Service Desk Analyst to deliver fast, effective technical support from our Hertfordshire office. You will troubleshoot everyday hardware and software issues and support our Microsoft 365 cloud stack, Freshservice, and NinjaOne.

The role involves onboarding/offboarding staff, creating accounts, and provisioning laptops. You will also assist with installation and configuration of IT systems, provide user training, and maintain thorough records.

Qualifications

• Entry to mid level 1st-2nd line Service Desk experience.
• Familiarity with cloud-based IT services is a plus.
• Willingness to learn and adapt to new systems.

Responsibilities

• Provide 1st/2nd line IT support to staff.
• Onboard/offboard users and create accounts.
• Laptop provisioning and hardware/software setup.

Skills

IT Support

End User Support

Communication

Troubleshooting

Customer Service

Tools

Microsoft 365

Freshservice

NinjaOne

Entra ID

Intune

Autopilot

Exchange

Teams

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.