Genuit Group
Service Desk Analyst
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About the Role
We're looking for a Service Desk Analyst to join the Genuit Group Service Desk team, providing first-line technical support and helping colleagues stay productive through the effective resolution of IT issues and service requests. As the primary point of contact for technical support, you'll play a key role in diagnosing and resolving hardware, software and application issues, ensuring service levels are maintained and users receive a high-quality support experience.
What You'll Be Doing
- Act as the first point of contact for IT incidents, queries and service requests
- Log, categorise and manage tickets accurately within service management systems
- Diagnose and resolve technical issues, escalating where appropriate
- Provide support and guidance on applications, hardware, systems and security best practices
- Fulfil service requests within agreed service levels and timelines
- Assist with problem management activities, identifying trends and contributing to long-term solutions
- Configure, deploy and maintain desktop, laptop, mobile and printer devices
- Support software installation, licensing, updates and troubleshooting
- Contribute to knowledge articles, documentation and continuous service improvement initiatives
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What We're Looking For
- Experience in an IT Service Desk or technical support environment
- Strong troubleshooting and problem-solving skills
- Knowledge of Microsoft Windows desktop operating systems
- Experience with Microsoft 365, SharePoint and Exchange/mailbox administration
- Basic Active Directory knowledge, including user administration and permissions management
- Understanding of hardware support, software deployment and device configuration
- Familiarity with ITSM, ticketing and knowledge management systems
- Strong communication and customer service skills
- Ability to work independently and manage competing priorities
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Additional Requirements
- Full UK driving licence and willingness to travel to Group sites as required
- Location: Doncaster
Our Benefits
- Entitled to 25 days holiday
- Holiday purchase scheme
- Life Assurance x3 of annual salary
- Pension contribution matched up to 8%
- Save as you earn Genuit Sharesave scheme
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