IT Service Desk Analyst
- Manchester
- £28,000 per year
- Permanent
- Full-time
- Provide first line technical support to staff, resolving IT issues effectively and efficiently.
- Monitor and manage service desk tickets, ensuring timely responses and resolutions.
- Assist with setting up and maintaining user accounts, hardware, and software.
- Collaborate with the wider technology team to escalate and resolve complex issues.
- Contribute to documenting procedures and creating knowledge base articles for common issues.
- Participate in system updates, patches, and maintenance activities as required.
- Support office-based and remote employees with their IT needs.
- Ensure compliance with company IT policies and security protocols.
- Understanding of ITIL best practice
- Excellent telephone manner and professional demeanor
- Experience of using call logging software and managing tickets within that software
- Knowledge of Microsoft based operating systems with emphasis on Windows 11
- Experience with using and troubleshooting Microsoft Office 365 apps
- Understanding of Citrix virtual desktops
- Some knowledge of Active Directory (user account management)
- Experience managing and supporting mobiles devices
- Understanding of PC hardware set-up and configuration.
- Strong troubleshooting skills with the ability to work as a member of team or individually.
- Strong documentation and communication skills are essential.
- Excellent time keeping
- Full Clean UK Driving license is desirable but not essential.
- Comp TIA A+ certification (or similar qualification) desirable but not essential
- Willingness and capacity to upskill quickly and efficiently.
- Previous experience in a first line IT support role or similar within the professional services industry.
- Knowledge of common IT systems, software, and hardware troubleshooting.
- Familiarity with service desk ticketing systems and processes.
- Strong communication and customer service skills, with a focus on providing excellent support.
- A proactive attitude towards learning and adapting to new technologies.
- Relevant IT certifications or training would be advantageous.
- A competitive salary in the range of £28000 to £30000, dependent on experience.
- Hybrid working office based in Manchester city centre
- Generous holiday allowance and additional benefits package.
- Opportunities for professional development and training in the technology sector.
- A permanent, full-time role in a professional services organisation based in Manchester.
- A supportive and collaborative company culture that values employee contributions.