It Service Desk Analyst

AD On the Move; Italia; In loco; EUR 31.000 - 33.000; Tempo pieno

Vantaggi offerti da questo lavoro

Bonus Incentive

Discounts & Rewards App

Salary Sacrifice Pension

Life Assurance

Wellbeing resources

Legal Assistance

Dental Care App

Retail Discounts

Learning & Development

Recognition scheme

Flexible Hours

Free Parking

Waterside Café

Prayer Facilities

Descrizione del lavoro

EG On The Move is seeking an IT Service Desk Analyst to provide first-line technical support across the business. You will log, prioritise and resolve incidents and service requests, covering hardware, software, networks and Microsoft 365, following ITIL principles.

This role operates on an alternating shift rota in Blackburn, with a competitive bonus scheme and comprehensive benefits, focusing on customer service excellence and continuous improvement within the Service Desk.

Competenze

• Experience in customer service or IT help desk.
• Strong troubleshooting with Windows OS and Microsoft 365.
• Experience using ITSM/ticketing systems.
• Good networking fundamentals (DNS, DHCP, TCP/IP).
• Excellent communication and customer service skills.
• Familiarity with ITIL processes.

Mansioni

• Provide first-line technical support via phone, email, remote tools and ITSM.
• Log, categorise, prioritise and resolve incidents within SLAs.
• Diagnose and resolve hardware, software, OS, M365 and basic network issues.
• Assist with user accounts, password resets and onboarding/offboarding.
• Configure and maintain desktops, laptops, peripherals and office IT equipment.
• Maintain documentation and Knowledge Base to improve troubleshooting.
• Monitor ticket queues and contribute to Major Incident support.
• Support system upgrades and IT projects with stakeholders.

Conoscenze

Windows OS & M365 troubleshooting

ITSM / Ticketing systems

Networking fundamentals

Communication skills

ITIL knowledge

Descrizione del lavoro

IT Service Desk Analyst

Salary : €27,000 - 28,500 yearly

Azienda : Ad On The Move Tipo Lavoro : Full Time Italy

Descrizione Lavoro - IT Service Desk Analyst

Role: IT Service Desk Analyst

Location: Blackburn, BB1 2FA

Job Type: Full Time - Permanent

Salary: £27,000 - £28,500

Bonus Scheme: Bonus Incentive

Company: EG On The Move

About the role:

As an IT Service Desk Analyst, you will provide first-line technical support to users across the business, sites and stakeholders. You'll manage IT incidents and service requests, ensuring they are logged, prioritised, and resolved within agreed service levels. The role involves supporting hardware, software, networks, and business applications while following ITIL best practices and contributing to continuous Service Desk improvement.

This role operates on an alternating shift rota. You will be required to work the following shift patterns on a rotational basis:

• Friday to Tuesday, 7:00am – 3:00pm
• Friday to Tuesday, 2:00pm – 10:00pm

What you’ll do:

• Provide first-line technical support via phone, email, remote tools, and the ITSM ticketing system, ensuring incidents and service requests are logged, categorised, prioritised, and resolved within agreed SLAs.
• Diagnose and resolve hardware, software, operating system, Microsoft 365, and basic network connectivity issues, escalating complex or high-impact incidents where required.
• Support user account administration, including password resets, access requests, and onboarding/offboarding activities.
• Configure, deploy, and maintain desktops, laptops, peripheral devices, and office IT equipment, including monitors, printers, and meeting room technology.
• Maintain accurate documentation, IT asset records, and Knowledge Base articles to improve troubleshooting, self-service, and first-call resolution.
• Monitor ticket queues, contribute to Major Incident support, identify recurring issues, and recommend continuous service improvements.
• Support system upgrades, technology rollouts, and IT projects in collaboration with the IT Service Operations Manager and senior stakeholders to drive business growth and operational efficiency.

What’s in it for you?

Whether you're looking to build a long-term career as we expand across the UK or seeking a job with top benefits, we've got you covered:

• Bonus Incentive - Performance-based bonus potential.
• Discount & Rewards App – Save up to 15% on food ‑ to ‑ go, grocery, & merchandise.
• Salary Sacrifice Pension – Save for the future with our pension scheme.
• Life Assurance - Financial protection for your loved ones.
• Wellbeing resources - M ental health, wellbeing, and financial guidance.
• Legal Assistance – Confidential access to expert probate advice.
• Tooth fairy dental care app – Connect with qualified professionals for advice.
• Retail Discounts - Save money with discounts across a range of retailers.
• Learning & Development - Training to support your career growth.
• Recognition scheme - Rewarding your contributions and achievements.
• Flexible hours - Startbetween 8–10 AM and work your 8hour day your way.
• Free Parking – Easily accessible on-site parking.
• Waterside Café – Freshly prepared meals every day.
• Prayer and Ablution Facilities - Dedicated spaces available.

What we are looking for:

• Previous experience in Customer Service, IT Service Desk, or IT Support role.
• Strong troubleshooting skills with Windows OS and Microsoft 365.
• Experience using ITSM or ticketing systems to manage incidents and service requests.
• Good understanding of networking fundamentals, including DNS, DHCP, and TCP/IP.
• Excellent communication and customer service skills, with a user-focused approach.
• Ability to prioritise tasks and perform effectively under pressure, particularly during major incidents or system outages.
• Knowledge of ITIL best practices, including Incident, Request, and SLA management.

Be a part of it:

As EG On the Move grows, we’re excited to welcome talented individuals to our team. We are about building a workplace where expertise and growth come together. Here, your skills matter, and you’ll have the opportunity to make a real impact. Join us and be part of something meaningful!

Please note that this role requires a successful DBS check, which will be fully funded by EG On The Move .

INDHO