Service Desk Analyst 1st Line

Your new company
This is an excellent opportunity for an experienced IT support professional who enjoys solving technical issues, working directly with users, and delivering a high-quality customer experience. Joining a busy Service Desk team, you'll be responsible for providing 1st and 2nd line support across a broad range of technologies, helping to ensure colleagues can effectively deliver services to residents across the district.

Your new role
You'll take ownership of incidents and service requests from initial contact through to resolution, working across a varied Microsoft environment and supporting users both remotely and in person.The role offers plenty of variety, from Microsoft 365 administration and user account management to troubleshooting hardware, software and mobile devices. You'll also contribute to ICT projects, service improvements and the ongoing development of documentation and knowledge resources.
Key Responsibilities

• Deliver high-quality 1st and 2nd line IT support across the organisation.
• Investigate, troubleshoot and resolve hardware, software and connectivity issues.
• Administer Active Directory, Azure AD, security groups and distribution lists.
• Support Microsoft 365, Exchange Online and end-user technologies.
• Manage incidents and service requests through the Service Desk system.
• Support laptops, desktops, printers and mobile devices.
• Configure and deploy new hardware and software.
• Produce and maintain technical documentation and knowledge articles.
• Escalate complex issues where required while maintaining ownership of customer communication.
• Contribute to ICT projects and continuous service improvement activities.

What you'll need to succeed
To succeed in this role, you'll bring previous experience from a Service Desk, IT Support or Desktop Support environment and be confident supporting users across a modern Microsoft technology estate.
You'll ideally have:

• Experience working within a busy IT support function.
• Strong knowledge of Microsoft 365, Active Directory and Azure AD.
• Experience supporting Exchange Online.
• Knowledge of Service Desk or ITSM ticketing systems.
• Experience supporting Windows devices and enterprise hardware.
• Familiarity with Android and iPhone mobile device support.
• Excellent communication and customer service skills.
• Strong troubleshooting, prioritisation and problem-solving abilities

What you'll get in return
£18-20 p/h umbrella with opportunity to develop skills
3-4 month initial contract.
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.

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