IT Service Desk Analyst
13 days ago
Shenstone
Are you passionate about delivering exceptional IT support and helping people resolve technical problems with confidence and clarity? If you thrive in a fast‑paced environment, have a natural ability to explain technical information in a simple and friendly way, and enjoy being the first point of contact for users, we’d love to hear from you!\nWe’re looking for a 1st Line IT Support Analyst to join our busy Service Desk team. This is a fantastic opportunity to grow your IT career within an organisation that values proactive problem‑solvers, great communicators, and team players. You’ll work on a hybrid basis, spending 2–3 days per week in our Lichfield office.\n\n⭐ About the Role\nAs a key member of our IT Service Desk, you will:\nAct as the first point of contact for IT queries via phone, email, tickets, and live chat.\nTroubleshoot and resolve common hardware, software, and connectivity issues.\nLog and manage incidents in line with SLAs and KPIs, keeping users regularly updated.\nEscalate issues promptly where required and ensure critical incidents are highlighted immediately.\nRecord clear troubleshooting steps and outcomes for every ticket.\nSupport queue management on scheduled days to help deliver a high‑quality service.\nCreate and maintain knowledge base articles for colleagues and end users.\n\n⭐ What We’re Looking For\n✅ Essential Technical Skills\n\nStrong understanding of PC hardware components and their functions.\nExperience supporting Windows 10/11 devices.\nConfident troubleshooting printer, software, and hardware issues.\nWorking knowledge of Microsoft 365 apps (Outlook, Word, Excel, Teams, OneDrive).\nGood understanding of Active Directory (accounts, groups, policies, password resets).\nBasic networking knowledge including IP, DNS, and DHCP.\nFamiliarity with Azure Active Directory and device management tools such as Intune.✅ Essential Personal Skills\n\nExcellent customer service skills with the ability to remain calm and professional.\nClear verbal and written communication abilities.\nAbility to prioritise workload effectively in a busy, fast‑paced environment.\nStrong problem‑solving mindset with logical, methodical troubleshooting skills.\nEagerness to learn and apply new technical skills quickly.\nAble to explain technical information in a way non‑technical users can easily understand.⭐ Desirable Skills & Qualifications\n\nPrevious experience in a service desk environment.\nExperience using remote support tools such as TeamViewer or LogMeIn.\nIT‑related degree or working towards certifications such as CompTIA A+, Azure Fundamentals, or Microsoft 365 Associate certifications.\n\n⭐ Why Join Us?\n\nBe part of a supportive and friendly IT team.\nOpportunities to develop your skills and work toward industry-recognised certifications.\nA role where you can directly improve colleagues’ day‑to‑day experience across the organisation.\nHybrid working with a collaborative office environment 2–3 days per week.\n\n✅ How to Apply\nIf you’re ready to grow your IT career, provide great service, and make a real impact across the organisation, we’d love to hear from you.\nApply today and start your journey with us