Service Desk Analyst

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

Benefits offered by this job

Hybrid working

Salary £28,000-£34,000

Job summary

UK Staffing Group Limited is seeking a pragmatic 1st Line Service Desk Analyst in Knutsford, offering hybrid working with home-based Mondays and Fridays and office days Tue-Thu.

You will troubleshoot IT issues, manage incidents, and deliver excellent customer service across Windows 11, Active Directory and Microsoft 365, while following ITIL processes and SLAs.

Qualifications

• Experience in a 1st Line Service Desk or IT Support role.
• Proficient with Windows 11, Active Directory and Microsoft 365.
• Experience using ticketing systems and working to SLAs.
• Good understanding of ITIL and incident management.
• Awareness of IT security and phishing threats.

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 workload effectively and meet deadlines.

Skills

1st Line Service Desk experience

Customer service

Strong communication

Tools

Windows 11

Active Directory

Microsoft 365

Job description

Service Desk Analyst

Location: Knutsford, Cheshire - Hybrid Working

Salary: £28,000-£34,000 dependant on experience

Hours: Monday-Friday, 8am-4pm or 10am-6pm

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.
• 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.