Service Desk Analyst

Role: Service Desk Analyst

Location: West Sussex

Salary: £28,000 - £32,000 DOE

Description:

To deliver professional, customer-focused IT support to head office and site-based staff, following defined processes and meeting agreed service levels.

Key Responsibilities

• Log, prioritise, and manage incidents and service requests using the service management system.
• Provide 1st and 2nd line support for hardware and software issues, including installations and user guidance.
• Monitor and progress requests, restoring service as quickly as possible.
• Escalate incidents to internal teams or third-party suppliers in line with agreed procedures and SLAs.
• Support major incidents by assisting with user communications.
• Work collaboratively to meet individual and team KPIs and service targets.
• Create and maintain knowledge base and procedural documentation.
• Assist with IT projects and represent user needs to the wider IT team.
• Stay up to date with desktop technologies and best practices.

Skills and Experience:

• Experience working on a busy service desk providing 1st and 2nd line support to 250+ users.
• Strong troubleshooting skills across hardware, software, and networking.
• Experience supporting:
• Microsoft Windows and Active Directory
• Remote working solutions
• Hardware builds and re-imaging
• Citrix virtual desktops
• IP telephony
• Experience working to SLAs and performance targets.
• Excellent communication and customer service skills.
• Well organised, proactive, and able to work under pressure.
• Strong problem-solving skills and ability to work independently or as part of a team.

Please apply!