Service Desk Analyst

Cooper Golding; Devon and Torbay; On-site; GBP 25,000 - 30,000; Full time

Job summary

An IT and Communications service provider in the South West is looking for a Service Desk Analyst to join their growing team. The role involves providing first-line technical support, diagnosing issues with desktop and network systems, and documenting solutions effectively. Ideal candidates should possess strong analytical skills, excellent communication abilities, and a degree or certifications in related fields. Opportunities for professional development and a full-time permanent position with competitive salary are offered.

Benefits

Paid holidays + Bank Holidays

Opportunities to progress

Qualifications

• Strong attention to detail and high standards of customer service.
• Methodical approach to complex problems.
• Clean driving license is advantageous.

Responsibilities

• Provide first line technical support via ticketing platform.
• Diagnose and resolve desktop, laptop, and networking issues.
• Document work and solutions in the service desk system.

Skills

Customer service

Analytical skills

Problem-solving

Communication skills

Education

Degree in BSc Cyber Security or related field

Tools

Microsoft operating systems

Active Directory

Office 365 Administration

PowerShell

Job description

Excellent opportunity for a Service Desk Analyst to join a leading IT and Communications service provider in the South West.

Job Title: Service Desk Analyst

Job Type: Permanent; Full Time

Salary: £25,000 - £30,000

Location: Exeter

About the Service Desk Analyst role

Join a constantly growing team in a company that has clients across the UK and beyond with a penchant for progression. You will be working with clients on a daily basis, supporting their continued success via our ticketing platform and remote support software as well as regular visits to client premises. You will have a logical approach and attention to detail, be confident, highly organised, flexible, reliable and able to manage tasks and prioritise within tight deadlines.

Key responsibilities of the Service Desk Analyst

• Provide first line technical support to our customers via our ticketing platform, email, phone and remote support tools
• Diagnose and resolve common desktop, laptop, printer and basic networking issues
• Set up and configure new user accounts, devices and applications
• Assist with routine maintenance tasks, patching and monitoring
• Escalate more complex issues to senior engineers where appropriate
• Support small project tasks under the guidance of more senior team members
• Accurately document work, updates and solutions in our service desk system

Requirements of the Service Desk Analyst

• Motivated team player with high standards of customer service
• Excellent analytical and problem-solving skills, with a strong attention to detail even when working under pressure.
• Methodical and able to approach complex problems logically
• Excellent written and verbal communication skills at all levels, both technical and non-technical audiences, including 3rd party vendor communications as part of a larger project team
• Aptitude for continuous learning and development, including self-directed study when appropriate
• You must be enthusiastic, inquisitive, presentable, confident & articulate with an excellent telephone manner
• Your own car and a clean driving licence would be advantageous (costs will be reimbursed)
• Degree-level or higher qualification in BSc Cyber Security, BSc Computer Science, BSc Software Engineering, BSc Mathematics, MSc Cyber Security is desirable
• Any relevant industry certifications

Must be able to demonstrate some of the following

• Knowledge of Microsoft operating systems ideally up to Windows Server 2025 and certainly Windows 11, including Active Directory and DNS
• Understanding of network topologies including wired / wireless, switching, security and VLANs.
• Implementation of networking upgrades desirable
• Experience of basic security hardening and penetration testing would be advantageous
• Experience of conducting audits e.g. asset management, cyber security etc.
• Experience with PowerShell for administration and automation
• Experience of supporting organisations to achieve Cyber Essentials / CE+ a distinct advantage
• Office 365 Administration. Office 365 migration experience desirable
• Azure Administration and migration experience
• Experience of server and workstation hardware builds, fault diagnosis and problem resolution
• Experience of a wide range of Endpoint Security solutions and managed mail security, including centralised management and monitoring
• Familiarity with patch management, configuration management and MDM solutions desirable
• Experience of the managed deployment of client applications and application migration
• Experience with SQL Server and SQL database administration and upgrades would be advantageous
• Familiarity with supporting all common end user software including Microsoft Office
• Experience of technical writing, documenting solutions or writing / designing training materials
• Experience with other scripting and programming languages e.g. Python, Go, Swift etc.

Benefits of the Service Desk Analyst

• Paid holidays + Bank Holidays
• Opportunities to progress