About the job

This is an excellent opportunity for an experienced Service Desk Analyst to join a well-established organisation where technology plays a vital role in supporting thousands of users across a large and complex environment. You'll become part of a collaborative IT support team, providing high-quality Level 1 and Level 2 technical support while delivering an exceptional customer experience.

This is a hands-on BAU support role where you'll work across a broad range of Microsoft technologies, troubleshoot technical issues, and partner with internal teams and vendors to ensure incidents and service requests are resolved efficiently. If you enjoy solving problems, helping people and working in a fast-paced service desk environment, this contract offers the opportunity to make an immediate impact.

About the role

• Provide remote Level 1/2 technical support via phone and ticketing system.
• Diagnose and resolve hardware, software, network and Microsoft platform issues.
• Install software remotely and perform user administration including password resets and account creation.
• Manage incidents and service requests within agreed SLAs while maintaining high customer satisfaction.
• Escalate issues to vendors where required and contribute to knowledge base improvements.
• Support administration of shared network resources, user permissions and general IT administration.

About you

• Previous experience in a busy Level 1/2 Service Desk environment.
• Strong Microsoft technology experience including Microsoft 365, Active Directory, Exchange and Teams.
• Excellent troubleshooting skills across Windows, hardware, networking and remote desktop environments.
• Experience managing a high volume of tickets while maintaining excellent customer service.
• Strong communication skills with the ability to support users at all levels of the business.
• IT qualification (or equivalent experience). ITIL v4 certification is highly regarded.

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