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

• Proven experience in a Service Desk / IT Support / Helpdesk role
• Strong working knowledge of Active Directory
• Experience supporting Microsoft 365 (M365)
• Solid understanding of ticket logging and ITSM processes
• Excellent verbal and written communication skills
• Strong customer service mindset with the ability to manage user expectations
• Ability to work effectively under pressure and manage multiple priorities

• Experience with ITIL‑based environments
• Exposure to remote support tools
• Basic networking or security knowledge