IT Service Desk Analyst: First-Line Support Specialist

Genuit Group plc; Edlington; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

25 days holiday

Holiday purchase scheme

Life Assurance x3 of annual salary

Pension contribution matched up to 8%

Save as you earn Genuit Sharesave

Job summary

Genuit Group plc is seeking a Service Desk Analyst to join the Service Desk team, providing first-line IT support to keep colleagues productive and incidents resolved quickly. You will diagnose hardware, software and application issues, log and track tickets, and follow ITSM processes to ensure high-quality service delivery.

The role focuses on supporting Windows environments, Microsoft 365, SharePoint and Exchange administration, with responsibilities spanning incidents, requests, and knowledge

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 support

Troubleshooting

Customer service

Communication

Independent worker

Tools

Windows OS

Microsoft 365

SharePoint

Exchange Admin

Active Directory

Job description

Genuit Group plc is seeking a Service Desk Analyst to join the Service Desk team, providing first-line IT support to keep colleagues productive and incidents resolved quickly. You will diagnose hardware, software and application issues, log and track tickets, and follow ITSM processes to ensure high-quality service delivery.

The role focuses on supporting Windows environments, Microsoft 365, SharePoint and Exchange administration, with responsibilities spanning incidents, requests, and knowledge