Service Desk Analyst

Pearson Whiffin IT & Digital Careers; Dartford; On-site; GBP 25,000 - 30,000; Full time

Job summary

A technology recruitment agency is seeking a proactive Service Desk Analyst to join their IT team in Dartford, UK. As the first point of contact for IT-related queries, you will provide technical support and troubleshooting across systems, particularly focusing on Windows OS and Active Directory. Ideal candidates should have prior experience in IT support and excellent customer service skills. This role offers an opportunity to work in a dynamic environment.

Qualifications

• Previous experience in a 1st Line / Service Desk or IT Support role.
• Strong working knowledge of Windows desktop environments.
• Hands-on experience with Active Directory.

Responsibilities

• Provide first-line technical support via phone, email, and ticketing system.
• Troubleshoot and resolve issues related to Windows 10 / 11 and Microsoft Office.
• Manage user accounts and permissions using Active Directory.

Skills

Customer service

Technical troubleshooting

Windows OS expertise

Active Directory management

Job description

Service Desk Analyst

We are seeking a proactive and customer-focused Service Desk Analyst to join our IT team. Youll be the first point of contact for all IT-related queries, delivering technical support and troubleshooting across a range of systems with a strong emphasis on Windows OS and Active Directory.

Key Responsibilities

• Provide first-line technical support via phone, email, and ticketing system.
• Troubleshoot and resolve issues related to Windows 10 / 11, Microsoft Office, printers, and basic hardware.
• Manage user accounts and permissions using Active Directory.
• Escalate complex incidents to 2nd / 3rd line teams where appropriate.
• Maintain accurate records of all support requests in the ticketing system.
• Assist in setting up new user accounts, desktops, and mobile devices.
• Follow ITIL best practices for incident, request, and problem management.

Key Skills & Experience

• Previous experience in a 1st Line / Service Desk or IT Support role.
• Strong working knowledge of Windows desktop environments.
• Hands-on experience with Active Directory (user management, group policies, password resets, etc.).
• Familiarity with Office 365 and remote support tools.
• Excellent communication and customer service skills.

Abili...