IT Service Desk Analyst – First Line Support (Hybrid, On-Call)

Leisure Employment Services; Dacorum; Hybrid; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Holiday allowance

Annual bonus

Employee discounts

Wellbeing support

Hybrid working model

Job summary

Haven, part of Bourne Leisure, is hiring an IT Service Desk Analyst to join the Hemel Hempstead head office. You will be the first point of contact for IT issues, logging incidents and delivering friendly, efficient support to colleagues.

You will diagnose hardware, software, network and account problems, escalate when needed, and help improve self-service through AI tools; a hybrid schedule with some weekend cover is expected.

Qualifications

• Experience in IT service desk, helpdesk or technical support role.
• Troubleshoot hardware, software, network and account issues.
• ITIL Foundation or equivalent ITSM knowledge.

Responsibilities

• Act as first point of contact for IT incidents via phone, email and the helpdesk portal.
• Log, categorise and prioritise tickets to meet SLAs.
• Provide first-line diagnosis and resolution for devices, software and accounts.
• Escalate unresolved issues to 2nd/3rd line with clear information; participate in an on-call rota.

Skills

ITIL Foundation

Windows

Microsoft 365

Azure

Intune

Networking

Hardware support

Software support

Education

ITIL Foundation certification

Tools

Microsoft Azure

Intune

Job description

Haven, part of Bourne Leisure, is hiring an IT Service Desk Analyst to join the Hemel Hempstead head office. You will be the first point of contact for IT issues, logging incidents and delivering friendly, efficient support to colleagues.

You will diagnose hardware, software, network and account problems, escalate when needed, and help improve self-service through AI tools; a hybrid schedule with some weekend cover is expected.