Service Desk Analyst

Genuit Group; South Yorkshire; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

25 days holiday

Life Assurance x3 of annual salary

Pension contribution matched up to 8%

Genuit Sharesave scheme

Job summary

Genuit Group is seeking a Service Desk Analyst to join the Group Service Desk, providing first-line technical support to keep colleagues productive and resolve IT issues promptly.

You will diagnose hardware, software and application problems, log and track tickets, and contribute to ongoing service improvements while meeting agreed SLAs. Don’t miss this opportunity to support diverse Group sites and travel as required.

Qualifications

• Experience in an IT Service Desk or technical support environment.
• Strong troubleshooting and problem-solving skills.
• Knowledge of Microsoft Windows desktop operating systems.
• Experience with Microsoft 365, SharePoint and Exchange/mailbox administration.
• Basic Active Directory knowledge, including user administration and permissions management.
• Understanding of hardware support, software deployment and device configuration.
• Familiarity with ITSM, ticketing and knowledge management systems.
• Strong communication and customer service skills.
• Ability to work independently and manage competing priorities.

Responsibilities

• Act as the first point of contact for IT incidents, queries and service requests
• Log, categorise and manage tickets accurately within service management systems
• Diagnose and resolve technical issues, escalating where appropriate
• Provide support and guidance on applications, hardware, systems and security best practices
• Fulfil service requests within agreed service levels and timelines
• Assist with problem management activities, identifying trends and contributing to long-term solutions
• Configure, deploy and maintain desktop, laptop, mobile and printer devices
• Support software installation, licensing, updates and troubleshooting
• Contribute to knowledge articles, documentation and continuous service improvement initiatives

Skills

IT service desk

Troubleshooting

Windows OS

Microsoft 365

Communication skills

Prioritisation

Tools

Microsoft 365

SharePoint

Exchange

Active Directory

Ticketing systems

Job description

We're looking for a Service Desk Analyst to join the Genuit Group Service Desk team, providing first-line technical support and helping colleagues stay productive through the effective resolution of IT issues and service requests.

As the primary point of contact for technical support, you'll play a key role in diagnosing and resolving hardware, software and application issues, ensuring service levels are maintained and users receive a high-quality support experience.

What You'll Be Doing

• Act as the first point of contact for IT incidents, queries and service requests
• Log, categorise and manage tickets accurately within service management systems
• Diagnose and resolve technical issues, escalating where appropriate
• Provide support and guidance on applications, hardware, systems and security best practices
• Fulfil service requests within agreed service levels and timelines
• Assist with problem management activities, identifying trends and contributing to long-term solutions
• Configure, deploy and maintain desktop, laptop, mobile and printer devices
• Support software installation, licensing, updates and troubleshooting
• Contribute to knowledge articles, documentation and continuous service improvement initiatives

What We're Looking For

• Experience in an IT Service Desk or technical support environment
• Strong troubleshooting and problem-solving skills
• Knowledge of Microsoft Windows desktop operating systems
• Experience with Microsoft 365, SharePoint and Exchange/mailbox administration
• Basic Active Directory knowledge, including user administration and permissions management
• Understanding of hardware support, software deployment and device configuration
• Familiarity with ITSM, ticketing and knowledge management systems
• Strong communication and customer service skills
• Ability to work independently and manage competing priorities

Additional requirements

• Full UK driving licence and willingness to travel to Group sites as required
• Location: Doncaster

• Entitled to 25 days holiday
• Life Assurance x3 of annual salary
• Pension contribution matched up to 8%
• Save as you earn Genuit Sharesave scheme