Service Desk Analyst

Your new role

Service Desk Analyst - Exeter - Hybrid

What you'll need to succeed

Are you experienced in 1st/2nd Line IT Support? Do you have a passion for excellent customer service? We want to hear from you!

We are seeking dedicated IT Support professionals to join a dynamic Service Desk team, delivering top-notch support to users across multiple sites. In this role, you’ll be responsible for:

• Resolving incidents and fulfilling service requests from users across a variety of locations.
• Providing troubleshooting and support for a range of IT services, systems, and software, including Windows-based applications and industry-specific tools.
• Supporting and deploying IT hardware, such as PCs, laptops, mobile devices, printers, and other peripherals.
• Assisting with business changes such as site openings, office relocations, and other operational adjustments.
• Communicating effectively with users of varying technical proficiency, via phone, email, and ITSM tools.
• Logging, triaging, prioritising, and managing support tickets, ensuring they align with SLAs.
• Taking ownership of support requests, keeping users informed, and striving to continually improve service delivery.
• Participating in knowledge-sharing and staying up to date with new systems and technologies.
• Identifying trends and collaborating with leadership to reduce avoidable incidents and improve overall satisfaction.
• Monitoring IT systems and networks, escalating issues when necessary.
• Supporting the transition of new systems and projects into operational support.
• Participating in on-call rotation to provide out-of-hours support when required.

• At least 4 years of experience in a similar IT support role.
• Excellent customer service skills and a professional approach to user support.
• Strong technical expertise in areas such as MS Windows, MS Office, Active Directory, Intune, Office 365, and Mobile Device Management.
• The ability to quickly diagnose issues, understand their impact, and take appropriate action.
• Excellent time management, organisational, and prioritisation skills, with the ability to work collaboratively in a team environment.
• A full UK driving licence is required for occasional travel.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

#4652351 - Samuel Gorton