1st Line Support Analyst

IT Service Desk AnalystAbout the RoleWe''re looking for a customer-focused IT Service Desk Analyst to join our busy and fast-paced IT team. As the first point of contact for over 1,600 users, you''ll provide high-quality 1st line support, ensuring IT incidents and service requests are resolved efficiently while delivering an outstanding customer experience.This is an excellent opportunity for someone with previous IT Service Desk experience who enjoys troubleshooting technical issues and working with a wide range of technologies.Key ResponsibilitiesProvide 1st line technical support for Windows 11 devices, Microsoft 365, Outlook, Teams and iOS devices via phone, service portal and face-to-face.Diagnose and resolve user issues relating to Active Directory, password resets, user accounts, Microsoft 365 applications, hardware and software.Log, prioritise and manage incidents and service requests using ITSM tools, ensuring all tickets are updated and resolved within agreed SLAs.Support and troubleshoot laptops, desktops, mobile devices, printers and peripheral hardware.Take ownership of user issues through to resolution, keeping customers informed throughout the support lifecycle.Escalate complex technical issues to 2nd and 3rd Line Support and third-party vendors where appropriate.Assist with Microsoft Defender, SharePoint and remote support tools such as GoTo Assist to investigate and resolve incidents.Maintain accurate IT asset records, user documentation and technical ..... full job details .....