Doncaster IT Service Desk Analyst — First-Line Support

Genuit Group; South Yorkshire; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

25 days holiday

Life Assurance x3 of annual salary

Pension contribution matched up to 8%

Genuit Sharesave scheme

Job summary

Genuit Group is seeking a Service Desk Analyst to join the Group Service Desk, providing first-line technical support to keep colleagues productive and resolve IT issues promptly.

You will diagnose hardware, software and application problems, log and track tickets, and contribute to ongoing service improvements while meeting agreed SLAs. Don’t miss this opportunity to support diverse Group sites and travel as required.

Qualifications

• Experience in an IT Service Desk or technical support environment.
• Strong troubleshooting and problem-solving skills.
• Knowledge of Microsoft Windows desktop operating systems.
• Experience with Microsoft 365, SharePoint and Exchange/mailbox administration.
• Basic Active Directory knowledge, including user administration and permissions management.
• Understanding of hardware support, software deployment and device configuration.
• Familiarity with ITSM, ticketing and knowledge management systems.
• Strong communication and customer service skills.
• Ability to work independently and manage competing priorities.

Responsibilities

• Act as the first point of contact for IT incidents, queries and service requests
• Log, categorise and manage tickets accurately within service management systems
• Diagnose and resolve technical issues, escalating where appropriate
• Provide support and guidance on applications, hardware, systems and security best practices
• Fulfil service requests within agreed service levels and timelines
• Assist with problem management activities, identifying trends and contributing to long-term solutions
• Configure, deploy and maintain desktop, laptop, mobile and printer devices
• Support software installation, licensing, updates and troubleshooting
• Contribute to knowledge articles, documentation and continuous service improvement initiatives

Skills

IT service desk

Troubleshooting

Windows OS

Microsoft 365

Communication skills

Prioritisation

Tools

Microsoft 365

SharePoint

Exchange

Active Directory

Ticketing systems

Job description

Genuit Group is seeking a Service Desk Analyst to join the Group Service Desk, providing first-line technical support to keep colleagues productive and resolve IT issues promptly.

You will diagnose hardware, software and application problems, log and track tickets, and contribute to ongoing service improvements while meeting agreed SLAs. Don’t miss this opportunity to support diverse Group sites and travel as required.