IT Service Desk Analyst

TN United Kingdom; Sheffield; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a proactive IT Service Desk Analyst to join their team in Sheffield. This permanent, full-time position offers the chance to provide first-line IT support, troubleshoot technical issues, and assist with user account management. Ideal for someone eager to develop their technical skills, this role emphasizes excellent customer service and problem-solving abilities. Join a collaborative environment where your contributions will enhance service desk processes and improve user experiences. This is a fantastic opportunity for those looking to grow in the IT sector.

Qualifications

• Strong interest in IT sector and desire to develop technical skills.
• Previous IT support experience is advantageous but not essential.

Responsibilities

• Provide first-line IT support to users via phone, email, and face-to-face.
• Log and track all incidents using the service desk ticketing system.

Skills

IT Support

Problem-Solving

Customer Service

Technical Troubleshooting

Education

IT-related qualification

Tools

Service Desk Ticketing System

Job description

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IT Service Desk Analyst – Sheffield (Permanent)

Venn Group is currently recruiting for a proactive and customer-focused Service Desk Analyst to join our client’s team in Sheffield. This is a permanent, full-time, on-site position, working Monday to Friday.

Key Responsibilities:

• Provide first-line IT support to users, offering prompt diagnosis and resolution of technical issues via phone, email, and face-to-face.
• Act as the primary point of contact for all IT-related incidents and service requests .
• Troubleshoot and resolve a wide range of issues related to hardware, software, networks, printers, and mobile devices .
• Assist with user account management , including password resets, account unlocks, and system access permissions.
• Escalate complex issues to second-line support or relevant teams when necessary, ensuring timely resolution.
• Log and track all incidents using the service desk ticketing system, ensuring accurate documentation of issues and resolutions.
• Provide users with guidance and advice on best IT practices and troubleshooting tips.
• Participate in team projects and collaborate on improving the service desk processes.

Requirements:

• A confident and professional telephone manner.
• Strong interest in the IT sector with a desire to build and develop technical skills.
• Previous IT support experience is advantageous but not essential; training will be provided.
• Ability to work efficiently in a fast-paced environment while maintaining excellent customer service.
• Strong problem-solving skills and attention to detail.