IT Service Desk Analyst

Opus People Solutions Ltd; Ipswich; On-site; GBP 25,000 - 34,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Option to buy 5 extra days

Funded qualifications

Job summary

Opus People Solutions Ltd in Ipswich is seeking an IT Service Desk Analyst to be the first point of contact for IT incidents and requests. The role is office-based, full-time, with an emphasis on customer-focused service and adherence to SLAs.

Candidates should have about 1 year of service desk experience, solid Microsoft 365 and Windows knowledge, and strong communication skills. Training and progression opportunities, plus a benefits package including holiday buy options, are available.

Qualifications

• Around 1 year of experience in a Service Desk or IT support role.
• Solid knowledge of Microsoft 365 apps and Windows desktops.
• Strong troubleshooting and problem-solving skills.
• Excellent communication, technical and non-technical.
• Familiarity with ITIL principles and service management processes.
• Experience with ticketing tools (Zendesk, ServiceNow, Jira).

Responsibilities

• Act as the first point of contact for IT incidents and service requests.
• Log, categorize, and prioritize tickets in line with SLAs.
• Provide first-line resolution for common hardware, software, and system issues.
• Escalate complex issues to higher support levels with clear handover.
• Work with third-party providers to ensure timely service delivery.
• Proactively manage tickets and keep users informed.
• Assist with onboarding and offboarding processes.
• Deliver end-user training and guidance to improve system adoption.
• Support devices, printers, and peripherals.
• Follow ITIL-aligned processes for Incident, Request, and Problem Management.
• Contribute to knowledge base articles.

Skills

Microsoft 365 knowledge

Windows desktop experience

Troubleshooting

Communication skills

Workload prioritisation

Active Directory

ITIL familiarity

Ticketing systems

SaaS applications

Tools

Zendesk

ServiceNow

Jira

Job description

A great time to join one of the largest local businesses...

Our client is seeking a IT Service Desk Analyst to act as the first point of contact for all IT support across the organisation, based in Ipswich full time in the office. This role is focused on delivering a professional, customer-focused service, ensuring incidents and service requests are resolved efficiently while maintaining high service standards and contributing to continuous improvement.

This would be a great opportunity for an experienced Service Desk technician, or someone looking to step into a Senior position, the client is open to both.

25 days holiday + bank holidays

Ability to buy 5 extra days annual leave

Ability for funded qualifications

Opportunity to work within a growing team and exciting projects

Service Delivery & Support

• Act as the first point of contact for all IT incidents and service requests via phone, email, and ticketing system.
• Log, categorise, and prioritise tickets in line with agreed SLAs.
• Provide first-line resolution for common issues across hardware, software, and systems.
• Escalate more complex issues to 2nd/3rd line teams where required, ensuring clear handover.
• Work with third-party support providers where required, maintaining clear ownership of tickets and ensuring services are delivered in line with agreed expectations.
• Proactively manage and update tickets to resolution, keeping users informed throughout.

User Support

• Support users across core systems (Microsoft 365, Devices and Business Applications).
• Assist with onboarding and offboarding processes (account setup, access, equipment).
• Deliver end-user support including induction training for new starters, ensuring they are equipped to use core systems, devices, and collaboration tools effectively from day one.
• Provide ongoing guidance and informal training to users to improve system adoption and digital capability.
• Maintain a strong customer focus, ensuring a positive user experience.

Device & Systems Support

• Support laptops, mobile devices, printers, and peripherals.
• Assist with device builds, configuration, and deployment.
• Troubleshoot connectivity issues (WiFi, VPN, network access).
• Perform routine checks and basic system maintenance tasks.
• Assist with cyber security monitoring and remediation tasks.

Process & Continuous Improvement

• Follow ITIL-aligned processes for Incident, Request, and Problem Management.
• Contribute to the creation and maintenance of knowledge base articles.
• Identify recurring issues and highlight trends to support root cause analysis.
• Support service improvements to enhance efficiency and user satisfaction.

Person Specification

Essential Experience & Skills

• Around 1 year of experience in a Service Desk or IT support role
• Good understanding of Microsoft 365 (Outlook, Teams, SharePoint, etc.).
• Good understanding of Windows operating systems and desktop environments.
• Strong troubleshooting and problem-solving skills.
• Excellent communication skills, both technical and non-technical.
• Ability to manage workload and prioritise effectively.
• Exposure to Active Directory / Microsoft Entra.
• Experience with ticketing tools (Zendesk, ServiceNow, Jira, etc.).
• Understanding of ITIL principles and service management processes.
• Basic networking knowledge (DNS, DHCP, VPN).
• Experience supporting SaaS applications.
• Customer-focused with a proactive, “can-do” attitude.
• Strong attention to detail and ownership of tasks.
• Able to work both independently and as part of a team.
• Willingness to learn and develop technical skills.