Service Desk Analyst

Our client is seeking a Service Desk Analyst to act as the first point of contact for all IT support across the organisation, based in Ipswich, offering a salary of £30,000. This role is focused on delivering a professional, customer-focused service, ensuring incidents and service requests are resolved efficiently while maintaining high service standards and contributing to continuous improvement. Service Delivery and Support Act as the first point of contact for all IT incidents and service requests via phone, email, and ticketing system. Log, categorise, and prioritise tickets in line with agreed SLAs. Provide first-line resolution for common issues across hardware, software, and systems. Escalate more complex issues to 2nd/3rd line teams where required, ensuring clear handover. Work with third-party support providers where required, maintaining clear ownership of tickets and ensuring services are delivered in line with agreed expectations. Proactively manage and update tickets to resolution, keeping users informed throughout. User Support Support users across core systems (Microsoft 365, Devices and Business Applications). Assist with onboarding and offboarding processes (account setup, access, equipment). Deliver end-user support including induction training for new starters, ensuring they are equipped to use core systems, devices, and collaboration tools effectively from day one. Provide ongoing guidance and informal training to users to improve system adoption and ..... full job details .....