Job Description

Job Summary:

The IT Service Desk Analyst will be responsible for providing technical support and assistance to end-users within the organization. This role requires excellent communication skills, a strong technical background, and the ability to troubleshoot and resolve issues efficiently. The ideal candidate will be customer-focused, proactive, and capable of working in a fast-paced environment.

Key Responsibilities:

Provide first-line technical support to end-users via phone, email, and remote access. Diagnose and resolve hardware, software, and network issues in a timely manner. Log and manage all service requests, incidents, and problems using the IT service management tool. Escalate complex issues to appropriate IT teams or third-party vendors when necessary. Monitor and follow up on outstanding service requests to ensure timely resolution. Assist with the installation, configuration, and maintenance of IT equipment and software. Maintain accurate and up-to-date documentation of IT processes and procedures. Conduct user training sessions and provide guidance on IT best practices. Participate in continuous improvement initiatives to enhance IT service delivery.

Skills and Qualifications:

Proven experience in a similar IT support or service desk role. Strong knowledge of Windows operating systems, as well as common software applications. Familiarity with IT service management tools (e.g., ServiceNow, Jira, or similar). Excellent troubleshooting and problem-solving skills. Strong communication and interpersonal skills. Ability to work independently and as part of a team. Customer-focused with a proactive approach to resolving issues.

Education and Experience:

Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are advantageous. Previous experience in a service desk or technical support role is required.
Job Types: Full-time, Permanent

Pay: 24,305.00-26,324.00 per year

Additional pay:

Bonus scheme
Benefits:

Company pension On-site parking
Schedule:

Monday to Friday No weekends
Application question(s):

What are your salary expectations for this role?
Work authorisation:

United Kingdom (required)
Location:

Chelmsford CM1 (preferred)
Work Location: In person