Service Desk Analyst

Pearson Whiffin Recruitment Ltd; Dartford; On-site; GBP 25,000 - 35,000; Full time

Job summary

A recruitment agency is seeking a proactive Service Desk Analyst to join an IT support team in Dartford, UK. The role demands excellent technical skills and a strong focus on customer service, as the analyst will be the first point of contact for IT support via various channels. Ideal candidates will have experience with Windows OS, Active Directory, and will be adept at diagnosing technical issues. A full driving licence is necessary due to occasional travel requirements.

Qualifications

• Previous experience in a Service Desk or IT Support role is essential.
• Strong working knowledge of Windows OS (Windows 10/11).
• Hands-on experience with laptop builds, imaging, and deployments.

Responsibilities

• Act as the first point of contact for IT support.
• Provide 1st/2nd line support for Windows-based environments.
• Manage user accounts and permissions in Active Directory.
• Diagnose and resolve hardware and software issues.

Skills

Customer service

Windows OS knowledge

Active Directory management

Technical support

Communication skills

Tools

Windows 10/11

Active Directory

Job description

Service Desk Analyst

We are looking for a proactive and customer-focused Service Desk Analyst to join an IT support team. This role is ideal for someone with strong technical fundamentals, excellent communication skills, and the ability to provide high-quality support to end users both remotely and on-site. A full driving licence is required due to occasional travel to customer locations.

Key Responsibilities

• Act as the first point of contact for IT support via phone, email, and in person
• Provide 1st/2nd line support for Windows-based environments
• Build, configure, and deploy laptops and associated hardware
• Manage user accounts, groups, and permissions in Active Directory
• Diagnose and resolve hardware, software, and network-related issues
• Escalate complex incidents to senior teams where appropriate
• Maintain accurate ticket records and documentation
• Deliver a consistently high level of customer service and support

Essential Skills & Experience

• Previous experience in a Service Desk / IT Support role
• Strong working knowledge of Windows OS (Windows 10/11)
• Experience using Active Directory (user management, password resets, permissions)
• Hands‑on experience with laptop builds, imaging, and deployments
• Excellent customer service and communication skills
• Ability to ...