Service Desk Analyst

Rubix Group; Oldbury; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Holiday Purchase

Wellbeing

Learning & Development

Enhanced Family Benefits

Retirement Support

Cycle to Work

Job summary

Rubix UK is seeking a proactive Service Desk Analyst to join our IT team. You’ll provide first-line and second-line support, diagnosing hardware, software, OS, and network issues while guiding users to quick resolutions and delivering an excellent customer experience.

You’ll work across Windows 11 and Microsoft 365, with Active Directory, VPNs, remote tools and ITSM platforms such as ServiceNow, Jira Service Management, Freshservice or ManageEngine. Strong customer focus is essential.

Qualifications

• Experience in a Service Desk or IT Support role.
• Experience with Microsoft technologies and cloud services.
• Ability to resolve complex technical issues independently.
• Experience mentoring junior analysts is advantageous.

Responsibilities

• Provide first- and second-line IT support for incidents and service requests.
• Diagnose and resolve hardware, software, OS, and network issues.
• Manage incidents through to resolution using ITSM tools.
• Escalate complex issues to specialist teams where appropriate.
• Monitor ticket queues and deliver timely updates.

Skills

IT Support

Customer Service

Windows 11

MS 365

Active Directory

VPN

Troubleshooting

Tools

ServiceNow

Jira Service Management

Freshservice

ManageEngine

Job description

Want to be part of a team that keeps UK industry moving while developing your IT career? We're looking for a proactive and customer focused Service Desk Analyst to join our IT team. This is a varied and rewarding role where you'll provide first-class technical support, helping colleagues across the business resolve IT issues quickly while delivering an excellent customer experience. You'll be the first point of contact for IT support, working closely with users and technical teams to troubleshoot problems, manage service requests and ensure our systems keep our branches, operations and support teams running efficiently. This is a fantastic opportunity to build your technical skills, work with a supportive team and play a key role in delivering reliable IT services across one of the UK's leading industrial distributors.,

Key Responsibilities

• Provide first- and second-line support for IT incidents and service requests.
• Diagnose and resolve hardware, software, operating system, and network-related issues.
• Manage incidents through to resolution using IT Service Management (ITSM) tools.
• Escalate complex issues to specialist teams where appropriate.
• Monitor ticket queues and ensure timely updates and resolution.
• Perform root cause analysis for recurring incidents.
• Deliver high-quality customer service to internal and external users.
• Support users via phone, email, chat, remote access, and face-to-face interactions.
• Provide clear technical guidance and user education.
• Manage user expectations and communicate progress effectively.
• Support Microsoft Windows environments and Microsoft 365 applications.
• Administer user accounts, permissions, and access management.
• Support Active Directory, Azure AD/Entra ID, VPNs, and remote access solutions.
• Assist with workstation, laptop, mobile device, and peripheral deployments.
• Troubleshoot connectivity, printer, and collaboration platform issues.
• Contribute to knowledge base articles and technical documentation.
• Identify opportunities to improve service delivery and support processes.
• Participate in problem management activities.
• Support system upgrades, migrations, and IT projects.
• Follow IT security policies and best practices.
• Support identity and access management processes.
• Assist with security incident reporting and investigation.
• Ensure compliance with organisational standards and regulatory requirements.
  Microsoft Windows 11 administration and support.
• Microsoft 365 administration and troubleshooting.
• Active Directory and Entra ID (Azure AD).
• Exchange Online and Outlook support.
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN) (desirable)
• Remote support tools and endpoint management.
• Mobile device support (iOS and Android).
• ITSM platforms such as ServiceNow, Jira Service Management, Freshservice, or ManageEngine.
• Basic PowerShell scripting and automation.
• Hardware diagnostics and deployment.
• Incident Management.
• Request Fulfilment.
• ITIL framework knowledge.
• Excellent communication and interpersonal skills.
• Strong customer service orientation.
• Analytical problem-solving abilities.
• Ability to prioritise workload in a fast-paced environment.
• Attention to detail and accuracy.
• Team collaboration and stakeholder management.
• Ability to explain technical concepts to non-technical users.

Experience Requirements

• Experience in a Service Desk, IT Support, or Technical Support role.
• Proven experience supporting enterprise environments.
• Experience working with Microsoft technologies and cloud-based services.
• Demonstrated ability to resolve complex technical issues independently.
• Experience mentoring junior analysts is advantageous.
• Experience working within ITIL-based support environments.
  Rubix UK has a commitment to doing things differently for our colleagues and customers.

Company Overview

Rubix UK has a commitment to doing things differently for our colleagues and customers. Today, Rubix Group is the clear market leader with a presence in 23 markets and sales of €3.15bn in 2023. Our customers include some of the biggest names in manufacturing, the SMEs that form the backbone of industry and everything in-between. More than a mover of boxes, we use our specialist knowledge and technical expertise to deliver products and services that keep production lines moving. Right now, across Europe there are 9,000 of us and counting. We've disrupted and we have grown, but we're not finished yet. The Company Rubix UK has a commitment to doing things differently for our colleagues and customers. Today, Rubix Group is the clear market leader with a presence in 23 markets and sales of €3.15bn in 2023. Our customers include some of the biggest names in manufacturing, the SMEs that form the backbone of industry and everything in-between. More than a mover of boxes, we use our specialist knowledge and technical expertise to deliver products and services that keep production lines moving. Right now, across Europe there are 9,000 of us and counting. We've disrupted and we have grown, but we're not finished yet.

Benefits

Working at Rubix Benefits Holiday Purchase Wellbeing Learning & Development Enhanced Family Benefits Retirement Support Cycle to Work