Service Desk Analyst

Service Desk Analyst

We are looking for a proactive and customer-focused Service Desk Analyst to join an IT support team. This role is ideal for someone with strong technical fundamentals, excellent communication skills, and the ability to provide high-quality support to end users both remotely and on-site. A full driving licence is required due to occasional travel to customer locations.

• Act as the first point of contact for IT support via phone, email, and in person
• Provide 1st/2nd line support for Windows-based environments
• Build, configure, and deploy laptops and associated hardware
• Manage user accounts, groups, and permissions in Active Directory
• Diagnose and resolve hardware, software, and network-related issues
• Escalate complex incidents to senior teams where appropriate
• Maintain accurate ticket records and documentation
• Deliver a consistently high level of customer service and support

• Previous experience in a Service Desk / IT Support role
• Strong working knowledge of Windows OS (Windows 10/11)
• Experience using Active Directory (user management, password resets, permissions)
• Hands‑on experience with laptop builds, imaging, and deployments
• Excellent customer service and communication skills
• Ability to ...