Service Desk Analyst

1st line, ticket management, troubleshooting

*** 5 days a week on site ***

Role Overview

As a 1st / 2nd line Support Analyst in a team of Field Engineers and Support Analysts, you will be a key player in ensuring the smooth operation of the IT systems.

Based at head office in Northampton, you will provide essential support to around 1000 users across multiple sites around the UK.

You will provide support on a range of Microsoft based IT systems especially Microsoft 365 along with a range of bespoke applications.

Your day-to-day responsibilities as part of the support team will be to:

• Respond to IT-related telephone calls and emails from colleagues, providing timely and effective support.
• Log and resolve IT requests within agreed targets.
• Administer the Microsoft Estate and other key business systems.
• Monitor and manage IT requests, coordinate projects, handle IT procurement requests, and oversee IT security administration.
• Oversee the Moves, Additions, Deletions, and Changes (MADC) process, including setting up new users on Microsoft 365.
• Monitor internal IT mailboxes and respond to colleague requests and automated alerts using the IT Service Management tool.
• Collaborate with third-party technology and support providers across applications, infrastructure, networking, and telephony.
• Maintain and update the IT SharePoint page, share best practices, and contribute to our technology knowledge database.
• Provide general help and advice to users, utilizing remote desktop tools.

Your background:

• Experience as a 1st / 2nd line support analyst - service desk and deskside support
• You MUST come from a service desk environment - this is not a general support role and is service desk specific
• Experience in IT administration and support of Microsoft-based systems specifically Microsoft 365, along with IP Telephony and networking
• Experience with FreshDesk
• Retail or Automotive background would be beneficial