Service Desk Analyst

Our client is seeking a IT Service Desk Analyst to act as the first point of contact for all IT support across the organisation, based in Ipswich offering hyrbid. This role is focused on delivering a professional, customer-focused service, ensuring incidents and service requests are resolved efficiently while maintaining high service standards and contributing to continuous improvement.

Service Delivery & Support

Act as the first point of contact for all IT incidents and service requests via phone, email, and ticketing system.
Log, categorise, and prioritise tickets in line with agreed SLAs.
Provide first-line resolution for common issues across hardware, software, and systems.
Escalate more complex issues to 2nd/3rd line teams where required, ensuring clear handover.
Work with third-party support providers where required, maintaining clear ownership of tickets and ensuring services are delivered in line with agreed expectations.
Proactively manage and update tickets to resolution, keeping users informed throughout.User Support

Support users across core systems (Microsoft 365, Devices and Business Applications).
Assist with onboarding and offboarding processes (account setup, access, equipment).
Deliver end-user support including induction training for new starters, ensuring they are equipped to use core systems, devices, and collaboration tools effectively from day one.
Provide ongoing guidance and informal training to users to improve system adoption and digital capability.
Maintain a strong customer focus, ensuring a positive user experience.Device & Systems Support

Support laptops, mobile devices, printers, and peripherals.
Assist with device builds, configuration, and deployment.
Troubleshoot connectivity issues (WiFi, VPN, network access).
Perform routine checks and basic system maintenance tasks.
Assist with cyber security monitoring and remediation tasks.Process & Continuous Improvement

Follow ITIL-aligned processes for Incident, Request, and Problem Management.
Contribute to the creation and maintenance of knowledge base articles.
Identify recurring issues and highlight trends to support root cause analysis.
Support service improvements to enhance efficiency and user satisfaction.Person Specification

Essential Experience & Skills

Around 1 year of experience in a Service Desk or IT support role
Good understanding of Microsoft 365 (Outlook, Teams, SharePoint, etc.).
Good understanding of Windows operating systems and desktop environments.
Strong troubleshooting and problem-solving skills.
Excellent communication skills, both technical and non-technical.
Ability to manage workload and prioritise effectively.Desirable

Exposure to Active Directory / Microsoft Entra.
Experience with ticketing tools (Zendesk, ServiceNow, Jira, etc.).
Understanding of ITIL principles and service management processes.
Basic networking knowledge (DNS, DHCP, VPN).
Experience supporting SaaS applications.Behaviours & Attributes

Customer-focused with a proactive, "can-do" attitude.
Strong attention to detail and ownership of tasks.
Able to work both independently and as part of a team.
Willingness to learn and develop technical skills.
Calm and professional under pressure