Service Desk Analyst

The Service Desk Analyst is a key role within the Technology function, acting as the first and second line of support for end users across the organisation. The role is focused on delivering a high quality, customer centric support service aligned to ITIL best practice, ensuring incidents and service requests are resolved efficiently, within agreed Service Level Agreements (SLAs), and with minimal disruption to business services. The post holder will play an active part in incident, request, problem and change enablement processes, working collaboratively with internal teams and third party suppliers to restore service quickly, prevent recurrence of issues, and continually improve the end user experience. Responsibilities Be the first point of contact for staff needing IT help, responding via phone, email, self-service portal and occasional desk-side support. Record and manage support requests using the IT system, making sure they are logged correctly and handled in a timely way. Resolve common IT issues at first and second level, passing more complex problems to senior teams when needed. Take responsibility for seeing issues through to completion and keeping users updated on progress. Set up accounts, equipment and system access for new starters, role changes and leavers, making sure access is added or removed when required. Help staff with their laptops, desktops, mobile devices, and everyday software. Support users with Microsoft 365 tools such as email, Teams, OneDrive ..... full job details .....