Service Desk Analyst

Som3; England; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading IT support firm in the United Kingdom is seeking a Service Desk Support Analyst to join their team. In this role, you will ensure smooth operation of IT systems, providing support to around 1000 users across multiple sites. Responsibilities include responding to IT requests, administering Microsoft 365, and collaborating with third-party providers. Ideal candidates will have experience in 1st/2nd line support and a solid understanding of Microsoft-based systems.

Qualifications

• Experience as a 1st / 2nd line support analyst in service desk and deskside support.
• Proficient in IT administration and support of Microsoft 365.
• Familiarity with IP Telephony and networking is essential.

Responsibilities

• Respond to IT-related calls and emails providing support.
• Log and resolve IT requests within agreed targets.
• Administer the Microsoft Estate and key business systems.
• Monitor and manage IT requests and oversee IT security administration.
• Oversee the MADC process to set up new users on Microsoft 365.
• Respond to colleague requests using the IT Service Management tool.
• Collaborate with third-party technology providers.
• Update the IT SharePoint page and contribute to a knowledge database.
• Provide help to users utilizing remote desktop tools.

Skills

1st / 2nd line support experience

IT administration of Microsoft 365

IP Telephony knowledge

Networking skills

Experience with FreshDesk

Job description

Service Desk Support Analyst

5 days a week on site

Role Overview

As a 1st / 2nd line Support Analyst in a team of Field Engineers and Support Analysts, you will be a key player in ensuring the smooth operation of the IT systems.

Based at head office in Northampton, you will provide essential support to around 1000 users across multiple sites around the UK.

You will provide support on a range of Microsoft based IT systems especially Microsoft 365 along with a range of bespoke applications.

Your day-to-day responsibilities as part of the support team will be to:

• Respond to IT-related telephone calls and emails from colleagues, providing timely and effective support.
• Log and resolve IT requests within agreed targets.
• Administer the Microsoft Estate and other key business systems.
• Monitor and manage IT requests, coordinate projects, handle IT procurement requests, and oversee IT security administration.
• Oversee the Moves, Additions, Deletions, and Changes (MADC) process, including setting up new users on Microsoft 365.
• Monitor internal IT mailboxes and respond to colleague requests and automated alerts using the IT Service Management tool.
• Collaborate with third-party technology and support providers across applications, infrastructure, networking, and telephony.
• Maintain and update the IT SharePoint page, share best practices, and contribute to our technology knowledge database.
• Provide general help and advice to users, utilizing remote desktop tools.

Your background

• Experience as a 1st / 2nd line support analyst - service desk and deskside support
• Experience in IT administration and support of Microsoft-based systems specifically Microsoft 365, along with IP Telephony and networking
• Experience with FreshDesk or similar
• Retail or Automotive background would be beneficial