IT Service Desk Analyst – Customer-Focused Tech Support

G's Group; Ely; On-site; GBP 23,000 - 32,000; Full time

Benefits offered by this job

31 Days holiday per year including BH

Great Place to Work accreditation

Salary sacrifice pension scheme

Cinema and Sky Store discounts

Supermarket & other retailer discounts

Health Cash Plan

Holiday discounts

Life assurance & income protection

Employee referral scheme

Employee Assistant Programme

Cycle to Work

Eyecare contributions

Electric car salary sacrifice scheme

Learning, development, and training

Job summary

G's Fresh is seeking a proactive Service Desk Analyst to join our Business Systems team. You’ll be the first point of contact for IT support across the business, delivering fast, effective help and guiding users on best practices.

In this role you’ll handle incidents, manage user accounts, and collaborate with Infrastructure and third-party teams to resolve issues and improve services.

Qualifications

• Experience in a Service Desk/Helpdesk/IT Support role.
• Strong customer service skills and a positive attitude.
• Experience supporting Microsoft applications, cloud services, and end-user devices.
• Good problem-solving and troubleshooting skills.
• Ability to prioritise workloads and manage multiple tasks.
• Strong written and verbal communication skills.
• Keen interest in technology and continuous learning.
• Great attention to detail.
• Passion for helping others.

Responsibilities

• Provide first-line IT support for business applications, cloud services, hardware, and user accounts.
• Manage and resolve incidents and service requests through our IT ticketing system.
• Support colleagues with technical queries and troubleshooting.
• Maintain accurate records and update users on progress.
• Provision and manage laptops, mobile devices, tablets and other IT equipment.
• Create, amend, and remove user accounts and access permissions.
• Collaborate with internal Infrastructure teams, third-party suppliers and colleagues to resolve complex issues.
• Support major incidents and contribute to continual service improvement.
• Deliver user guidance and promote best practices for systems and services.

Skills

Customer service

IT support

Problem solving

Communication

Continuous learning

Microsoft apps

Cloud services

End-user devices

Tools

IT ticketing system

Microsoft applications

Cloud services

End-user devices

Job description

G's Fresh is seeking a proactive Service Desk Analyst to join our Business Systems team. You’ll be the first point of contact for IT support across the business, delivering fast, effective help and guiding users on best practices.

In this role you’ll handle incidents, manage user accounts, and collaborate with Infrastructure and third-party teams to resolve issues and improve services.