Service Desk Analyst

Som3; Northampton; On-site; GBP 25,000 - 32,000; Full time

Job summary

Som3 is seeking a Service Desk Analyst to join a team of Field Engineers and Support Analysts. Based at the head office in Northampton, you will support around 1000 users across multiple sites around the UK, focusing on Microsoft 365 and bespoke applications.

You will handle 1st/2nd line tickets, log and resolve requests, administer Microsoft 365, coordinate IT projects, and collaborate with third-party providers to maintain IT services and security.

Qualifications

• Experience as a 1st/2nd line support analyst (service desk and deskside support).
• Experience in IT administration and support of Microsoft-based systems (Microsoft 365).
• Experience with IP Telephony and networking.
• Familiarity with FreshDesk or similar ticketing system.

Responsibilities

• Respond to IT-related 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 MADC processes and set up new users on Microsoft 365.
• Monitor internal mailboxes and respond to requests using the IT Service Management tool.
• Collaborate with third-party providers across applications, infrastructure, networking, and telephony.
• Maintain and update the IT SharePoint page and contribute to the knowledge base.
• Provide general help and advice to users via remote tools.

Skills

1st/2nd line support

Microsoft 365 administration

IP Telephony

Networking

FreshDesk

Tools

FreshDesk

Job description

Service Desk 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