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.