IT Service Desk Analyst (1st Line)
2 days ago
Harrogate
As an IT Service Desk Analyst, you will be the first point of contact for colleagues requiring technical assistance across the business. You will provide professional, customer-focused support, resolving incidents and service requests efficiently while ensuring an excellent end-user experience. Working within the IT Service Desk team, you will support a modern Microsoft 365 environment, manage incidents and requests through TOPdesk (ITSM), and contribute to the continuous improvement of IT services. This role is ideal for an IT professional with 1-2 years of Service Desk or IT Support experience who is looking to further develop their technical skills and progress their IT career. • Act as the primary point of contact for IT incidents and service requests., • Log, categorise, prioritise and manage tickets using TOPdesk (ITSM)., • Deliver high-quality support via telephone, email, remote support tools and face‑to‑face interactions., • Take ownership of incidents through to resolution, ensuring regular communication with users., • Escalate complex issues to senior IT teams where appropriate., • Provide first‑line support for Microsoft 365 applications and services., • Support users with Outlook, Teams, OneDrive and SharePoint related issues., • Assist with Microsoft365 account administration, licensing and access requests., • Troubleshoot email delivery, mailbox access and collaboration platform issues., • Support MicrosoftTeams meetings, telephony and conferencing services., • Create, amend and disable user accounts., • Manage password resets, account unlocks and access permissions., • Support Active Directory and Microsoft EntraID administration tasks., • Assist users with Multi‑Factor Authentication (MFA) enrolment and troubleshooting., • Diagnose and resolve issues affecting Windows11 devices., • Support laptops, desktops, printers, mobile phones and peripheral devices., • Assist with hardware replacements, device builds and deployments., • Maintain asset records and equipment inventories., • Ensure incidents and requests are handled in accordance with agreed service levels (SLAs)., • Monitor ticket queues and maintain accurate case records., • Identify trends and recurring issues for escalation or problem management review., • Contribute to service reporting and performance metrics., • Create and maintain knowledge base articles within TOPdesk., • Document troubleshooting steps, resolutions and known fixes., • Share knowledge across the Service Desk team to improve first‑contact resolution rates., • Follow all IT security policies and procedures., • Support cyber‑security initiatives, including user awareness and MFA adoption., • Escalate suspected phishing, security incidents or data protection concerns., • Ensure compliance with company policies and relevant regulatory requirements., • Identify opportunities to improve Service Desk processes and user experience., • Participate in project work where required., • Contribute ideas that improve efficiency, self‑service and knowledge sharing., • 1-2 years' experience in a Service Desk, Helpdesk or IT Support role., • Experience using an IT Service Management (ITSM) platform such as TOPdesk, ServiceNow, HaloITSM or similar., • Strong customer service and communication skills., • Experience supporting Windows desktop operating systems., • Experience troubleshooting Microsoft Office and Microsoft 365 applications., • Experience managing user accounts and passwords., • Ability to prioritise workload effectively and manage multiple tasks simultaneously., • Strong troubleshooting and problem‑solving skills., • Good understanding of ITIL‑based support processes., • Microsoft365, • Outlook, • Teams, • OneDrive, • SharePoint Online, • Microsoft Office Applications, • Microsoft Administration, • Microsoft365 Admin Centre, • User and licence management, • Exchange Online fundamentals, • Microsoft EntraID fundamentals, • Identity and access management, • Security & Collaboration, • Multi‑Factor Authentication (MFA), • Password and account security, • MicrosoftTeams collaboration tools, • Access provisioning and permissions management, • Active Directory administration., • Microsoft EntraID (AzureAD)., • Microsoft Intune or Endpoint Management., • Mobile device support (iOS and Android)., • VPN and remote connectivity troubleshooting., • Hardware deployment and asset management., • Knowledge of cyber‑security best practices., • Experience supporting hybrid working environments., • ITIL Foundation., • Microsoft 365 Fundamentals (MS-900)., • Microsoft Azure Fundamentals (AZ-900)., • CompTIA A+., • Relevant IT apprenticeship, college qualification or degree., • A customer‑first approach, • Strong verbal and written communication skills, • Professionalism and accountability, • A positive and proactive attitude, • Excellent attention to detail, • A willingness to learn and develop new skills, • The ability to remain calm under pressure, • Strong teamwork and collaboration skills, • Salary sacrifice pension, • 25 days holiday (increases with service), plus bank holidays & 1 extra day to be taken in the month of your birthday, • Additional holiday purchase scheme, • Free Tool Hire, • Life Assurance cover 3x salary, • Share save scheme, • Eye care vouchers, • Recommend a friend scheme, • Learning & Development – commitment to upskilling and developing our people, structured in house training available alongside external training where required, • Cycle to work scheme, • Long service recognition, • My Vp discounts – a variety of discounts and rewards on thousands of well‑known brands, • Discounts on HP products, • EE mobile contract discount offers, • Gym discounts, • Health Shield (discounted premiums on health care cash plan), • Employee Assistance Programme, • Virtual GP Service, • Will Writing & Funeral Concierge Service, • Regit Assist 24/7 accident helpline – free joining All the above benefits are managed through our Employee Engagement Platform – Spotlight Established in 1954, Vp plc has evolved into a dynamic group of companies with expertise in equipment rental. Our organisation encompasses eleven prominent operating divisions: Airpac Rentals, Brandon Hire Station, Hire Station, MEP Hire, ESS, Groundforce, TPA, Torrent Trackside, Vp Rail, UK Forks and CPH. With a rich history and a commitment to excellence, Vp plc is your trusted partner for all your equipment rental needs. Vp plc is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. #J-18808-Ljbffr
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