IT Service Desk Analyst - First-Line Support

Polypipe Limited; Doncaster; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Entitled to 25 days holiday

Holiday purchase scheme

Life Assurance x3 of annual salary

Pension contribution matched up to 8%

Job summary

Genuit Group is seeking an IT Service Desk professional to act as the first point of contact for incidents and service requests in Doncaster. You will log, categorise and manage tickets, diagnose issues, and provide guidance on applications, hardware, and security practices.

You will resolve issues within SLAs, assist with problem management, configure devices, and support software deployment and updates. UK travel may be required.

Qualifications

• Experience in an IT Service Desk or technical support environment.
• Strong troubleshooting and problem-solving skills.
• Knowledge of Microsoft Windows desktop operating systems.
• Experience with Microsoft 365, SharePoint and Exchange/mailbox administration.
• Basic Active Directory knowledge, including user administration and permissions management.
• Understanding of hardware support, software deployment and device configuration.
• Familiarity with ITSM, ticketing and knowledge management systems.
• Strong communication and customer service skills.
• Ability to work independently and manage competing priorities.

Responsibilities

• Act as the first point of contact for IT incidents, queries and service requests.
• Log, categorise and manage tickets accurately within service management systems.
• Diagnose and resolve technical issues, escalating where appropriate.
• Provide support and guidance on applications, hardware, systems and security best practices.
• Fulfil service requests within agreed service levels and timelines.
• Assist with problem management activities, identifying trends and contributing to long-term solutions.
• Configure, deploy and maintain desktop, laptop, mobile and printer devices.
• Support software installation, licensing, updates and troubleshooting.
• Contribute to knowledge articles, documentation and continuous service improvement initiatives.

Skills

IT Service Desk

Troubleshooting

Windows OS

Microsoft 365/SharePoint/Exchange

Active Directory

Hardware support

ITSM / ticketing

Communication

Prioritization

Job description

Genuit Group is seeking an IT Service Desk professional to act as the first point of contact for incidents and service requests in Doncaster. You will log, categorise and manage tickets, diagnose issues, and provide guidance on applications, hardware, and security practices.

You will resolve issues within SLAs, assist with problem management, configure devices, and support software deployment and updates. UK travel may be required.