Service Desk Analyst

ADEY Limited; Edlington; On-site; GBP 26,000 - 38,000; Full time

Job summary

Genuit Group is seeking a Service Desk Analyst to join the Group Service Desk, providing first-line technical support and maintaining productive workflows.

You’ll diagnose and resolve hardware, software and application issues, work with Microsoft 365, SharePoint and Exchange, and help shape service improvement initiatives in a fast-paced FTSE 250 environment.

Qualifications

• Experience in an IT Service Desk or technical support environment.
• Strong troubleshooting and problem-solving skills.
• Knowledge of Microsoft Windows desktop operating systems.
• Experience with Microsoft 365, SharePoint and Exchange/mailbox administration.
• Basic Active Directory knowledge, including user administration and permissions management.
• Understanding of hardware support, software deployment and device configuration.
• Familiarity with ITSM, ticketing and knowledge management systems.
• Strong communication and customer service skills.
• Ability to work independently and manage competing priorities.

Responsibilities

• Act as the first point of contact for IT incidents, queries and service requests
• Log, categorise and manage tickets accurately within service management systems
• Diagnose and resolve technical issues, escalating where appropriate
• Provide support and guidance on applications, hardware, systems and security best practices
• Fulfil service requests within agreed service levels and timelines
• Assist with problem management activities, identifying trends and contributing to long-term solutions
• Configure, deploy and maintain desktop, laptop, mobile and printer devices
• Support software installation, licensing, updates and troubleshooting
• Contribute to knowledge articles, documentation and continuous service improvement initiatives

Skills

Troubleshooting

Communication skills

Independent work

Customer service

Time management

Tools

ITSM ticketing systems

Microsoft 365

SharePoint

Exchange Admin

Active Directory

Job description

We're looking for a Service Desk Analyst to join the Genuit Group Service Desk team, providing first-line technical support and helping colleagues stay productive through the effective resolution of IT issues and service requests. As the primary point of contact for technical support, you'll play a key role in diagnosing and resolving hardware, software and application issues, ensuring service levels are maintained and users receive a high-quality support experience.

What You'll Be Doing

• Act as the first point of contact for IT incidents, queries and service requests
• Log, categorise and manage tickets accurately within service management systems
• Diagnose and resolve technical issues, escalating where appropriate
• Provide support and guidance on applications, hardware, systems and security best practices
• Fulfil service requests within agreed service levels and timelines
• Assist with problem management activities, identifying trends and contributing to long-term solutions
• Configure, deploy and maintain desktop, laptop, mobile and printer devices
• Support software installation, licensing, updates and troubleshooting
• Contribute to knowledge articles, documentation and continuous service improvement initiatives

Requirements

• Experience in an IT Service Desk or technical support environment
• Strong troubleshooting and problem-solving skills
• Knowledge of Microsoft Windows desktop operating systems
• Experience with Microsoft 365, SharePoint and Exchange/mailbox administration
• Basic Active Directory knowledge, including user administration and permissions management
• Understanding of hardware support, software deployment and device configuration
• Familiarity with ITSM, ticketing and knowledge management systems
• Strong communication and customer service skills
• Ability to work independently and manage competing priorities

Additional Requirements

• Full UK driving licence and willingness to travel to Group sites as required
• Location: Doncaster

As a growing FTSE 250 business with global ambitions, Genuit offers the opportunity to work across multiple construction sectors within the Group and be part of shaping the future direction of the organisation., Here at the Genuit Group we recognise and develop the contribution our people make to the Group's success and are committed to attracting talent from the widest pool. We have a role to play in making the built environment more sustainable, building a low carbon business ourselves as well as delivering sustainable solutions at scale.