Service Desk Analyst

UK Staffing Group; Knutsford; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Hybrid working

International organisation

Job summary

UK Staffing Group in Knutsford is hiring a 1st Line Service Desk Analyst. You will troubleshoot IT issues, support users on Windows 11, Active Directory and Microsoft 365, and manage incidents with SLA adherence.

We're seeking an approachable, technically capable individual with strong communication skills and a proactive attitude. Hybrid working is offered with office days in Knutsford and home days on Mon/Tue/Thu/Fri depending on shifts.

Qualifications

• Experience in a 1st Line Service Desk or IT Support role.
• Strong knowledge of Windows 11, AD and M365, and VPN.
• Experience with ticketing systems and SLAs.
• Understanding ITIL and incident management processes.
• Awareness of IT security and phishing threats.
• Solid server and networking fundamentals.
• Excellent communication and customer service.
• Positive, proactive approach and ownership mindset.

Responsibilities

• Provide 1st Line IT support, diagnosing and resolving issues.
• Support users across Windows 11, AD and Microsoft 365.
• Assess incident business impact and assign SLAs.
• Manage tickets, prioritise and escalate when needed.
• Investigate security and phishing alerts.
• Follow ITIL processes and escalation procedures.
• Communicate clearly with users and keep them updated.
• Manage workload and meet deadlines.

Skills

Windows 11

Active Directory

Microsoft 365

VPN

ITIL

Incident management

Ticketing systems

Security awareness (phishing)

Server knowledge

Networking basics

Communication skills

Ownership & proactive attitude

Tools

Windows 11

Active Directory

Microsoft 365

VPN

Job description

Location: Knutsford, Cheshire – Hybrid Working

The Opportunity

UK Staffing Group is recruiting for an established international business looking to strengthen its IT Service Desk team.

This is a great opportunity for a technically capable 1st Line Service Desk Analyst who genuinely enjoys helping people.

We're looking for somebody who can troubleshoot IT issues confidently, manage incidents effectively and provide an excellent level of customer service. Technical knowledge is important, but so is personality. You'll need to be approachable, engaging and comfortable dealing with people across the business.

Key Responsibilities

• Provide 1st Line IT support, diagnosing and resolving technical issues.
• Support users across Windows 11, Active Directory and Microsoft 365.
• Assess the business impact of incidents and assign appropriate SLAs.
• Manage support tickets, prioritising and escalating where necessary.
• Investigate security and phishing alerts.
• Follow ITIL processes and established escalation procedures.
• Communicate clearly with users, keeping them updated throughout.
• Manage your workload effectively and meet agreed deadlines.

About You

• Previous experience in a 1st Line Service Desk or IT Support position.
• Good working knowledge of Windows 11, Active Directory and Microsoft 365, VPN
• Experience using ticketing systems and working to SLAs.
• Understanding of ITIL methodology and incident management.
• Awareness of IT security and phishing threats.
• Reasonable understanding of server and networking technologies.
• Excellent communication and customer service skills.
• A positive, proactive approach and the ability to take ownership.

Above all, we're looking for somebody who combines technical ability with a genuinely great attitude.

What's On Offer

• Salary of £28,000–£34,000.
• Hybrid working, with Monday and Friday working from home.
• Office-based Tuesday, Wednesday and Thursday in Knutsford.
• Two shift patterns: 8am–4pm and 10am–6pm, depending on business requirements.
• Opportunity to support users within an established international organisation.