Service Desk Analyst

Additional Resources Ltd; Wales; Hybrid; GBP 27,000; Full time

Job summary

A national support organization is seeking an IT Service Desk Analyst to provide first and second-line technical support for internal users. This permanent role offers hybrid working options, a salary of £26,150, and opportunities for career growth. Candidates must have experience in IT service desk functions and be familiar with ITIL practices. Security vetting is required due to the nature of the organization's services.

Qualifications

• Previous experience in IT service desk or related roles.
• Proven 1st and 2nd line support skills.
• Familiarity with ITIL frameworks.

Responsibilities

• Provide 1st and 2nd line support to internal users.
• Resolve incidents in a timely manner.
• Assist with hardware and software setup.
• Support users with IT tools and documentation.
• Participate in IT projects to improve service.

Skills

Technical support

ITIL practices

Troubleshooting

Microsoft Windows

Active Directory

Customer support

Tools

Microsoft Office

Windows 7/8.1/10

Job description

An exciting opportunity has arisen for an IT Service Desk Analyst to join a national organisation that provides free and confidential support to individuals affected by crime or traumatic incidents.

As an IT Service Desk Analyst, you will be providing first and second-line technical support, resolving incidents and requests while ensuring the smooth operation of IT services for the organisation's internal users.

This is a permanent role offering hybrid working options (1-2 days at home), a salary of £26,150 and benefits.

Key Responsibilities

• Providing 1st and 2nd line technical support to internal staff, ensuring all incidents are resolved in a timely manner.
• Following ITIL practices to manage and escalate incidents as required, in line with agreed service levels.
• Assisting with the setup and troubleshooting of hardware and software, particularly Microsoft-based systems and applications.
• Supporting internal customers in using IT tools, ensuring effective documentation and user guides are in place.
• Participating in IT projects and contributing to the continuous improvement of the service desk function.

What We Are Looking For

• Previously worked as an IT Service Desk Analyst, Service Desk Analyst, IT Support Analyst, 1st Line Technician, 2nd Line Technician, IT Support Technician, Service Desk Technician, IT Technician, IT Engineer, Technical Support Analyst, Technical Support Engineer or in a similar role.
• Proven experience in 1st and 2nd line IT service desk support.
• Background of working in ITIL frameworks and enterprise IT environments.
• Strong technical knowledge of Microsoft Windows, Microsoft Office, and Active Directory.
• Hands‑on experience with hardware troubleshooting, particularly desktops and laptops.
• Installation, configuration, and troubleshooting of Microsoft Windows 7, 8.1, 10, and Office 2010, 2013, 2016.

This is a fantastic opportunity to join a forward-thinking organisation in a role that offers both challenge and career growth. Don't miss out!

Due to the nature of the organisation's public services, you will be expected to go through and obtain SC and NPPV2 Police Vetting before starting the role. Therefore, you must have been a working resident in the UK for the last 3-4 years. Alternatively, already hold current SC security clearance.