IT Service Desk Analyst

Take Up The Cross; Adwick le Street; On-site; GBP 25,000 - 35,000; Full time

Job summary

A reputable IT services company in Adwick le Street is seeking an IT Service Desk Analyst. This role involves logging support calls, resolving IT issues, and ensuring a high standard of service. The ideal candidate has experience in user support and knowledge of various operating systems. Benefits include training opportunities and employee discounts.

Benefits

Growth and Training

Enhanced holiday allowance

Employee discounts

Wellbeing services

Pension scheme

Qualifications

• 12+ months experience in Service Desk or end-user support.
• Hands-on experience with Active Directory user admin.
• Knowledge of Windows 10/11, macOS, Android.

Responsibilities

• Log support calls and provide accurate tech support.
• Resolve hardware and software issues effectively.
• Prepare IT equipment for new colleagues.

Skills

Problem-solving

Empathy

Knowledge of operating systems

Active Directory

Mobile device management

Tools

Jira Service Management

Google Workspace

ManageEngine

Job description

Overview

Are you a problem-solving pro with a passion for making others lives easier? The DFS Group is looking for a talented IT Service Desk Analyst to be the first point of call for tech support. You’ll bring friendliness, efficiency, and a 'right-first-time' mindset to keep our colleagues smoothly connected and empowered.

Responsibilities

• Log every call, provide swift and accurate support, and resolve issues in line with our incident management standards.
• Tackle hardware, software, email, password resets, mobile device, and IT equipment issues with empathy and determination.
• Pride yourself on resolving problems quickly and correctly, raising the bar for support excellence.
• When a situation needs more expertise, you'll hand it over cleanly using our escalation process.
• Work closely with the broader IT team to maintain a 95% SLA, championing a right first time service philosophy.
• Work comfortably in a dynamic, fast-paced environment, while staying cool, efficient, and dependable.
• Prepare laptops, desktops, and mobile devices with precision, ready for colleagues to hit the ground running.
• Keep support tickets updated with clear, concise notes right through to resolution.

Qualifications

• Ideally at least 12 months experience in a Service Desk or end-user support position, ideally in a fast-moving environment such as retail.
• Knowledge or hands-on experience with some of the following:
• Active Directory user setup and administration
• Google Workspace (G Suite) day-to-day support and troubleshooting
• Operating systems Windows 10/11, macOS, Android, and Chrome OS
• Network & monitoring tools ManageEngine, VPN, Meraki, PRTG Alerting
• Mobile device management Sophos MDM or similar platforms
• Print management supporting and resolving common print solution issues
• ITSM platforms Jira Service Management or another recognised tool

Benefits

• Growth and Training: Learn new skills and develop your career with us.
• Leave: Enjoy a great holiday allowance, with the option to buy 5 extra days. Take advantage of our enhanced leave for Maternity, Paternity, Shared Parental, and Adoption, plus a paid volunteering day each year.
• Discounts: Get 30% off DFS and Sofology products for yourself, plus discounts for friends and family - and savings at big brands like Sainsburys, ASOS, and IKEA.
• Wellbeing Perks: Access healthcare services, an Employee Assistance Programme, and discounted gym memberships.
• Pension and Savings: Join our Group Pension and Sharesave schemes.
• Life Assurance & Sick Pay: Peace of mind with Life Assurance and Company Sick Pay.

A day in the life of... An IT Service Desk Analyst, you wont just be resetting passwords, you will..