Service Desk Analyst

LA International; Hursley; On-site; GBP 25,000 - 35,000; Full time

Job summary

LA International seeks an experienced Service Desk Analyst for a busy IT support environment on a 12-month contract. You will provide high-quality technical support to users, troubleshoot and resolve IT issues, and manage incidents and service requests to ensure efficient service.

This is a fully onsite position in Hursley, five days per week. You will work with ITIL-informed processes, support Microsoft 365, Active Directory, and use ITSM tools to track activity.

Qualifications

• Provides first-line technical support and assistance to users.
• Troubleshoots IT incidents and service requests.
• Follows ITIL Service Management principles.
• Experience supporting Microsoft 365 environment.
• Experience with Active Directory administration.

Responsibilities

• Provide first-line technical support to users.
• Diagnose and troubleshoot incidents and requests.
• Log and manage incidents with an ITSM tool.
• Prioritise workload and manage multiple requests.
• Communicate clearly with users during resolution.
• Escalate issues when needed.
• Maintain accurate records and documentation.
• Deliver high standard of customer service.
• Work independently and as part of the team.

Skills

First-line support

Troubleshooting

Communication skills

Teamwork

Prioritisation

Problem solving

ITIL knowledge

Microsoft 365

Active Directory

Networking basics

Remote support tools

Tools

ITSM tool

Remote support tools

Job description

We are looking for an experienced Service Desk Analyst to join a busy IT support environment on a 12-month contract.

The successful candidate will provide high-quality technical support to users, troubleshoot and resolve IT issues, manage incidents and service requests, and ensure customers receive an efficient and professional service.

This is a fully onsite position in Hursley, five days per week.

Key Responsibilities

• Provide first-line technical support and assistance to users.
• Diagnose and troubleshoot IT incidents and service requests.
• Log, manage and update incidents and requests using an IT Service Management (ITSM) tool.
• Prioritise workload effectively and manage multiple support requests.
• Communicate clearly with users throughout the resolution process.
• Escalate incidents appropriately where further technical support is required.
• Maintain accurate records and documentation.
• Deliver a high standard of customer service.
• Work effectively both independently and as part of the wider support team.
• Previous experience within a Service Desk, Help Desk or customer support environment.
• Strong troubleshooting and problem-solving abilities.
• Experience using an IT Service Management (ITSM) tool.
• Ability to prioritise workload and manage multiple tasks.
• Strong written and verbal communication skills.
• Excellent attention to detail and organisational skills.
• Ability to work effectively both independently and as part of a team.
• Knowledge of ITIL Service Management principles.
• Experience supporting Microsoft 365.
• Familiarity with Active Directory user administration.
• Basic understanding of networking concepts.
• Experience using remote support tools.

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take a minimum 10 weeks. LA International is an award-winning partner of choice for many of the world's most influential companies and government organisations. Holding Enhanced Government Security Accreditation, we are recognised as the European market leader in the delivery of Security Cleared talent to organisations that demand the very highest levels of security, compliance and assurance.

An award-winning organisation, having secured the prestigious Queens Award for Enterprise: International Trade over multiple years. We are committed to fostering an inclusive, equitable and accessible workplace where everyone feels valued and supported. We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience.

Please Note: If a high volume of applications is received, only candidates shortlisted will be contacted.