Service Desk Analyst

Service Desk Analyst

We are seeking a proactive and customer-focused Service Desk Analyst to join our IT support team. The successful candidate will act as the first point of contact for IT-related incidents and service requests, providing high-quality technical support while delivering an excellent customer experience.

This role is ideal for an individual with hands-on experience supporting Active Directory, Microsoft 365, and IT service management processes, who thrives in a fast-paced support environment.

• Serve as the first-line point of contact for users via phone, email, and ticketing system
• Log, categorise, prioritise, and manage support tickets in line with SLA requirements
• Provide day-to-day support for Active Directory, including user account management, group policies, and permissions
• Support Microsoft 365 services (Outlook, Teams, One Drive, SharePoint)
• Troubleshoot and resolve hardware, software, and access-related issues
• Escalate incidents to second-line teams where appropriate, ensuring clear documentation and handover
• Maintain accurate ticket notes and user communication throughout the incident lifecycle
• Deliver consistently high levels of customer service and user satisfaction