IT Service Desk Analyst: End-to-End Support Hero

Cripps; Royal Tunbridge Wells; Hybrid; GBP 28,000 - 42,000; Full time

Benefits offered by this job

In-office/hybrid balance

B Corp employer commitment

Job summary

Cripps is seeking an IT Service Desk Analyst to provide 1st and 2nd line IT support for colleagues across the firm in a fast-paced environment. You will own ticket lifecycles, resolve issues promptly, and assist with complex faults while maintaining strong customer focus.

This hybrid role requires hands-on hardware setup, software support across Microsoft 365/AD/Intune, and contribution to IT projects. You will collaborate with a proactive IT team and maintain concise documentation.

Qualifications

• Minimum 2 years in a busy IT service desk environment.
• Experience with 1st and 2nd line support and incident ownership.

Responsibilities

• Own ticket lifecycles from initial contact to resolution.
• Resolve 1st and 2nd line tickets quickly and professionally.
• Support users with complex faults, access requests, and advanced troubleshooting.
• Escalate issues only when necessary to minimise disruption.
• Set up and maintain IT equipment (laptops, mobiles, multi-screen setups).
• Prepare meeting rooms for virtual meetings and presentations.
• Support IT projects and system enhancements.
• Maintain and share documentation via service desk & knowledge bases.

Skills

IT Service Desk

1st & 2nd line support

ITIL

Microsoft 365

Active Directory

Intune administration

Office applications

Security & networking tools

Copilot AI

Hardware support

Job description

Cripps is seeking an IT Service Desk Analyst to provide 1st and 2nd line IT support for colleagues across the firm in a fast-paced environment. You will own ticket lifecycles, resolve issues promptly, and assist with complex faults while maintaining strong customer focus.

This hybrid role requires hands-on hardware setup, software support across Microsoft 365/AD/Intune, and contribution to IT projects. You will collaborate with a proactive IT team and maintain concise documentation.