IT Helpdesk Analyst

Would you like to kick start your career in a supportive, collaborative and innovative company? Do you enjoy working as part of an enthusiastic, passionate, and collaborative team? Join Our IT Operations Team IT Operations are crucial to our success.

We aim to enable the business to work smarter and faster by delivering reliable, scalable, and agile systems and applications. The IT Operations team manages the infrastructure and network that support our key systems and provides a digital workspace that helps our users communicate and work effectively across the organisation. Our IT Helpdesk is always ready to assist with any IT-related queries, issues, and requests.

The IT Operations team is part of the larger internal Tech Team, which collaborates closely with Sales, Services, Business Operations, and select Vendors and Partners. Responsibilities Provide first-line technical support to users via phone, in person, and remotely. Log all incidents, service requests, and resolutions in the ITSM platform (ServiceNow) within agreed SLA targets.

Diagnose and troubleshoot issues across multiple technologies, ensuring accurate triage and timely resolution of incidents and fulfilment of service requests. Manage your work queue proactively, prioritising incoming requests and incidents to maintain service efficiency. Collaborate with other IT teams to resolve incidents and fulfil requests, escalating complex issues to second-line analysts when necessary.

Communicate clearly and promptly with users throughout the resolution process, maintaining ownership of issues until closure. Qualifications Experience working in an IT Helpdesk or Service Desk environment, providing first-line technical support for incident management, problem management and request fulfilment. Knowledge of the Microsoft stack (M365, Autopilot, Intune, Azure AD).

Experience in Active Directory for user account creation and permission management. Excellent customer service and communication skills, with the ability to explain technical issues clearly to both technical and non-technical users. Accurate and detailed call logging in an ITSM platform (preferably ServiceNow), ensuring all incidents and requests are documented correctly.

Flexible Working Hybrid working. Working flexible hours – flexing the times you start and finish during the day. Flexibility around school pick up and drop offs.

We also acknowledge We understand that the confidence gap and imposter syndrome can create barriers for fantastic talent, so please don't hesitate to apply – we would love to hear from you! Disability and Neurodiversity If you have a disability or neurodiversity, we can provide support or adjustments that you may need throughout our recruitment process or any mitigating circumstance you wish for us to consider. Any information you share on your application will be treated in confidence.

Apply Now To become part of the success story, please apply now. #J-18808-Ljbffr