Service Desk Specialist — IT Support & Solutions

Home | James Fisher And Sons Plc; Sworton Heath; On-site; GBP 22,000 - 34,000; Full time

Job summary

Home | James Fisher And Sons Plc is seeking a Service Desk Analyst to be the first point of contact for IT support. You will troubleshoot a range of issues and take ownership from first contact through resolution or escalation.

You'll work with Microsoft 365, endpoint management, identity and cloud technologies within a supportive IT team, delivering a positive user experience while growing your technical knowledge and customer-service skills.

Qualifications

• Experience in a Service Desk or IT Support environment.
• Strong troubleshooting and problem-solving skills across a range of IT issues.
• Experience working within Incident Management processes and SLAs.
• Experience using Service Desk/ticketing systems and maintaining clear support records.

Responsibilities

• Acting as a key point of contact for IT issues and support queries across the business.
• Providing technical support across hardware, software, Microsoft 365 and end-user devices, resolving requests at first contact wherever possible.
• Logging, prioritising and managing incidents accurately within the Service Desk system, ensuring SLA alignment.
• Taking ownership of support tickets from initial contact through to resolution and updates to users.
• Escalating complex issues to internal teams or third-party suppliers when required.
• Delivering a high level of customer service with a professional, service-oriented approach.

Skills

Customer service mindset

Troubleshooting

Incident management

Communication skills

Ticketing systems

Tools

Service desk software

Microsoft 365

Azure AD

Job description

Home | James Fisher And Sons Plc is seeking a Service Desk Analyst to be the first point of contact for IT support. You will troubleshoot a range of issues and take ownership from first contact through resolution or escalation.

You'll work with Microsoft 365, endpoint management, identity and cloud technologies within a supportive IT team, delivering a positive user experience while growing your technical knowledge and customer-service skills.