Service Desk Analyst

VOYAGE CARE; Exeter; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A healthcare support organization is seeking a Service Desk Analyst to deliver high-quality IT support across the organisation. You will assist users with incidents and service requests while operating in a collaborative environment. The role requires a strong focus on service quality and customer satisfaction. Ideal candidates will have prior IT support experience and solid knowledge of Microsoft 365 and networking fundamentals. Benefits include flexible working options, substantial discounts, and career development opportunities.

Benefits

Up to 40% product discount

Up to 28 days holiday

Birthday off

Flexible working hours

Employee assistance program

Qualifications

• Previous IT support or service desk experience in a networked environment.
• Understanding of Windows OS, Microsoft 365, and networking basics.
• Ability to work under pressure with excellent attention to detail.

Responsibilities

• Provide 1st/2nd line support via Service Desk platform.
• Deliver deskside and remote support to users.
• Troubleshoot and maintain IT hardware including laptops and desktops.

Skills

IT support experience

Communication skills

Attention to detail

Organizational skills

Tools

ServiceNow

Jira Service Management

Microsoft 365

Windows 10/11

Job description

As a Service Desk Analyst, you will play a key role in delivering high-quality support to users across the organisation. You will be the first point of contact for IT incidents and service requests, working with a modern tech stack and contributing to the continuous improvement of our IT services., Enterprise Service Desk Operations

Responsibilities

• Provide 1st/2nd line support via our Service Desk platform, ensuring timely logging, triage, troubleshooting, and resolution of incidents and requests.
• Deliver both deskside and remote support to users, devices, and services at Head Office and remote locations.
• Own issues through to resolution, collaborating with specialist teams where necessary.
• Hardware Support: Troubleshoot, maintain, deploy, and upgrade IT hardware including laptops, desktops, mobile devices, peripherals, and meeting-room equipment.
• Hardware Support: Manage hardware lifecycle tasks: asset tagging, tracking, and inventory maintenance.
• Software & Applications: Install, configure, and support a range of software across Windows, macOS, and mobile platforms.
• Software & Applications: Support cloud and SaaS applications including Microsoft 365, Teams, SharePoint, OneDrive, and business-specific tools.
• Networking & Connectivity: Assist with network troubleshooting, Wi‑Fi connectivity, patch‑panel work, and device onboarding.
• Networking & Connectivity: Support VPN, Zero Trust, and remote access technologies.
• User & System Administration: Create and manage accounts, permissions, and security groups in Azure AD / Entra ID.
• User & System Administration: Support Microsoft 365 services including Exchange Online, Teams, SharePoint, and Intune‑managed devices.
• User & System Administration: Assist with VoIP and unified communications platforms such as Cisco Webex or Teams Phone.
• Continuous Improvement: Create and update documentation, knowledge base articles, and support procedures.
• Continuous Improvement: Participate in evaluating new hardware, software, and technologies that benefit the business.
• Out-of-Hours & On‑Call Participation: Provide remote support for high‑priority incidents that require immediate attention, escalating issues to specialist teams, monitoring key systems, ensuring clear communication, and working within agreed SLAs.

Technical Stack Exposure

• Windows 10/11, macOS, iOS/Android
• Microsoft 365, Azure AD / Entra ID, Intune (Endpoint Manager)
• VMware vSphere / Hyper‑V
• Networking fundamentals (TCP/IP, DNS, DHCP, Wi‑Fi)
• Cloud services & identity management
• Enterprise ITSM tools (ServiceNow, Jira Service Management, or similar)

Qualifications

• Has previous IT support or service desk experience within a networked or enterprise environment.
• Understands Windows OS, Microsoft 365, and networking basics.
• Is organised, reliable, and able to work under pressure with excellent attention to detail.
• Communicates clearly and provides outstanding customer service.
• Learns quickly and is confident tackling new or unfamiliar technical challenges.
• Operates with integrity, professionalism, and a positive attitude.
• Holds a full UK driving licence and can travel to Livingston daily.

Benefits

• Up to 40% product discount for you and your loved ones
• Up to 28 days holiday (including bank holidays)
• Birthday off
• Flexible working hours and hybrid working options
• Perk platform for hundreds of discounts
• Manage, save and access your wages as you earn them to get paid your way
• Employee assistance programme to support your wellbeing through resources, helplines and Virtual GP services
• A pension scheme to help you save for the future
• Development and progression opportunities across stores and Head Office
• A paid volunteering day and opportunities to be a part of our company Purpose Groups