Service Desk Analyst
We are seeking a proactive and customer-focused Service Desk Analyst to join our IT support team. The successful candidate will act as the first point of contact for IT-related incidents and service requests, providing high-quality technical support while delivering an excellent customer experience.
This role is ideal for an individual with hands-on experience supporting Active Directory, Microsoft 365, and IT service management processes, who thrives in a fast-paced support environment.
Key Responsibilities
- Serve as the first-line point of contact for users via phone, email, and ticketing system
- Log, categorise, prioritise, and manage support tickets in line with SLA requirements
- Provide day-to-day support for Active Directory, including user account management, group policies, and permissions
- Support Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint)
- Troubleshoot and resolve hardware, software, and access-related issues
- Escalate incidents to second-line teams where appropriate, ensuring clear documentation and handover
- Maintain accurate ticket notes and user communication throughout the incident lifecycle
- Deliver consistently high levels of customer service and user satisfaction
Required Skills and Experience
- Proven experience in a Service Desk / IT Support / Helpdesk role
- Strong working knowledge of Active Directory
- Experience supporting Microsoft 365 (M365)
- Solid understanding of ticket logging and ITSM processes
- Excellent verbal and written communication skills
- Strong customer service mindset with the ability to manage user expectations
- Ability to work effectively under pressure and manage multiple priorities
Desirable Skills
- Experience with ITIL-based environments
- Exposure to remote support tools
- Basic networking or security knowledge