IT Service Desk Analyst

This on-site role based at our office in Radstock, Somerset, focuses on resolving incidents and delivering service requests in line with defined standard operating procedures as part of a busy IT Service Desk team. We are seeking a confident IT Service Desk Analyst with strong attention to detail and excellent troubleshooting abilities that can manage and prioritise their workload calmly and independently.

Core Responsibilities:

·        Troubleshoot and resolve incidents relating to IT hardware and software, both remotely and in person.

·        Manage and complete service requests, such as onboarding and off boarding employees to defined standards.

·        Monitor incoming tickets and manage own workload to SLA, ensuring timely updates, documentation, and resolution.

·        Maintain user endpoint security by updating operating systems and third-party software, and resolving management system alerts as required.

·        Assist in the imaging, deployment, maintenance, and configuration of IT equipment (laptops, desktops, Macs, and mobile phones).

·        Adaptability to learn and support other functions within the IT Service Desk team as required.

Requirements

·       Essential 

·        Strong communication skills.

·        Excellent troubleshooting, analytical and problem-solving skills.

·        Ability to work independently and take ownership of assigned tasks.

·        Strong understanding of hardware and software troubleshooting.

·        Good understanding of networking fundamentals

·        A level 3 or higher qualification in a computing, IT, or digital subject

·        Previous experience working in a Microsoft 365 hybrid environment.

·        ITIL V4 certification

Benefits