IT Service Desk Analyst — Funded Training & 5 Extra Leave

Opus People Solutions Ltd; Ipswich; On-site; GBP 25,000 - 34,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Option to buy 5 extra days

Funded qualifications

Job summary

Opus People Solutions Ltd in Ipswich is seeking an IT Service Desk Analyst to be the first point of contact for IT incidents and requests. The role is office-based, full-time, with an emphasis on customer-focused service and adherence to SLAs.

Candidates should have about 1 year of service desk experience, solid Microsoft 365 and Windows knowledge, and strong communication skills. Training and progression opportunities, plus a benefits package including holiday buy options, are available.

Qualifications

• Around 1 year of experience in a Service Desk or IT support role.
• Solid knowledge of Microsoft 365 apps and Windows desktops.
• Strong troubleshooting and problem-solving skills.
• Excellent communication, technical and non-technical.
• Familiarity with ITIL principles and service management processes.
• Experience with ticketing tools (Zendesk, ServiceNow, Jira).

Responsibilities

• Act as the first point of contact for IT incidents and service requests.
• Log, categorize, and prioritize tickets in line with SLAs.
• Provide first-line resolution for common hardware, software, and system issues.
• Escalate complex issues to higher support levels with clear handover.
• Work with third-party providers to ensure timely service delivery.
• Proactively manage tickets and keep users informed.
• Assist with onboarding and offboarding processes.
• Deliver end-user training and guidance to improve system adoption.
• Support devices, printers, and peripherals.
• Follow ITIL-aligned processes for Incident, Request, and Problem Management.
• Contribute to knowledge base articles.

Skills

Microsoft 365 knowledge

Windows desktop experience

Troubleshooting

Communication skills

Workload prioritisation

Active Directory

ITIL familiarity

Ticketing systems

SaaS applications

Tools

Zendesk

ServiceNow

Jira

Job description

Opus People Solutions Ltd in Ipswich is seeking an IT Service Desk Analyst to be the first point of contact for IT incidents and requests. The role is office-based, full-time, with an emphasis on customer-focused service and adherence to SLAs.

Candidates should have about 1 year of service desk experience, solid Microsoft 365 and Windows knowledge, and strong communication skills. Training and progression opportunities, plus a benefits package including holiday buy options, are available.