Service Desk Analyst (1st line)

Reed Technology is partnering with a global service provider operating within a highly specialised industry to recruit a Service Desk Analyst.

This is an excellent opportunity for an IT support professional looking to join a collaborative team environment where they will act as the first point of contact for IT support across the business. You'll be responsible for managing and resolving incidents, service requests, and user queries while delivering a high level of customer service to colleagues across the organisation.

Key Responsibilities

Act as the first point of contact for all IT incidents and service requests.

Provide 1st line support for hardware, including PCs, laptops, mobile devices, and printers.

Manage user access requests, application support requests, hardware requests, and new starter/leaver processes.

Deliver remote support and troubleshoot technical issues for end users.

Maintain accurate, clear, and detailed ticket documentation throughout the incident lifecycle.

Ensure incidents and requests are managed and resolved within agreed service levels.

Maintain and update the IT asset database, ensuring records remain accurate at all times.

Escalate issues to appropriate support teams where necessary.

Skills & Experience

IT-related qualification, training, or equivalent commercial experience.

Previous experience within a Service Desk, Helpdesk, or IT Support environment.

Strong troubleshooting and problem-solving abilities.

Experience supporting

Networking fundamentals

Desktop, laptop, printer, and mobile device hardware

Windows 10/11 environments

Active Directory user and group administration

Microsoft 365 administration

Intune / Mobile Device Management (MDM)

Remote access and remote support tools

IP telephony systems

Excellent communication and customer service skills.

Ability to prioritise workload and work effectively in a fast-paced environment.

Benefits

Permanent position

£30,000 salary

Fully on-site working model