Service Desk Analyst

VIQU IT Recruitment; Cambridgeshire and Peterborough; Sur place; GBP 22 000 - 28 000; Plein temps

Résumé du poste

VIQU IT Recruitment is seeking a Service Desk Analyst for a 12-month contract in Cambridge. You will provide IT support across service desk tickets, desktop issues, AV and meeting room technology, delivering a positive user experience with proactive communication.

The role is onsite five days a week, requiring excellent customer service, strong troubleshooting, and the ability to collaborate with wider IT teams to resolve incidents within agreed SLAs.

Qualifications

• Experience in an IT service desk or IT support environment.
• Strong Windows 10/11 troubleshooting skills.
• AV/meeting room tech experience.
• Experience handling incidents and service requests via a ticketing system.

Responsabilités

• Manage and resolve service desk tickets to SLA.
• Provide hands-on desktop support for hardware and software.
• Support meeting rooms and AV equipment.
• Escalate IT issues when necessary.
• Communicate updates clearly to users throughout resolution.
• Assist with IT equipment setup and onsite support.
• Collaborate with IT teams for timely resolutions.

Connaissances

IT service desk

Windows 10/11 support

Hardware & peripherals

Incident & request management

AV & meeting room tech

Microsoft 365 support

Customer service

Troubleshooting

Outils

Ticketing system

Description du poste

Service Desk Analyst - 12-Month Contract - Cambridge

My customer is looking for a customer-focused Service Desk Analyst to provide IT support across service desk tickets, desktop support, AV and meeting room technology. The successful candidate will have excellent communication skills, a proactive approach and a strong focus on delivering a positive user experience.

Skills Required from the Service Desk Analyst:

• Experience working within an IT service desk or IT support environment.
• Windows 10/11 desktop support and troubleshooting.
• Hardware, software and peripheral support.
• Experience managing incidents and service requests through a ticketing system.
• AV and meeting room technology support.
• Microsoft 365 support experience.
• Excellent customer service and communication skills.
• Strong troubleshooting, prioritisation and problem-solving abilities.

Key Responsibilities of the Service Desk Analyst:

• Manage and resolve service desk tickets and user support requests in line with agreed SLAs.
• Provide hands‑on desktop support for hardware, software and Windows‑related issues.
• Support meeting rooms, AV equipment and conferencing technology.
• Troubleshoot IT issues and escalate where necessary.
• Provide clear communication and regular updates to users throughout the resolution process.
• Assist with IT equipment setup, deployments and general onsite support.
• Work collaboratively with wider IT teams to ensure timely resolution of issues.

The Service Desk Analyst is required onsite, 5 days a week in Cambridge.