Service Desk Analyst

About the Role

Our client requires a detail-oriented Service Desk Analyst to provide crucial IT support to their users in Norwich . This role is key to maintaining the smooth operation of the company's IT infrastructure, handling user issues, and ensuring timely resolution of technical problems. You will act as the primary contact for all IT-related queries, offering effective technical assistance. This is a fantastic opportunity for an IT professional seeking to grow within a supportive environment in Norfolk , contributing to efficient IT services within a hybrid working model.

Key Responsibilities

• Log, prioritize, and resolve IT support tickets from end-users promptly.
• Provide technical assistance for hardware, software, and network-related issues.
• Install, configure, and update software and hardware as required.
• Manage user accounts, permissions, and access controls.
• Create and maintain IT documentation, including user guides and knowledge base articles.
• Offer both remote and on-site IT support in line with the hybrid work policy.

Requirements

• Proven experience as a Service Desk Analyst or in a similar IT support role.
• Strong knowledge of Windows operating systems, Microsoft Office Suite, and basic networking.
• Experience with IT ticketing systems (e.g., ServiceNow, Jira Service Desk).
• Excellent problem-solving skills and a methodical approach to troubleshooting.
• Good communication skills, with the ability to explain technical issues to non-technical users.
• Relevant IT certifications are advantageous but not essential.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive training and professional development opportunities.
• Hybrid work arrangement offering flexibility and work-life balance.
• A collaborative IT department with opportunities for advancement.
• Standard company benefits including pension and holiday allowance.