Service Desk Analyst

Want to be part of a team that keeps UK industry moving while developing your IT career?

We're looking for a proactive and customer-focused Service Desk Analyst to join our IT team. This is a varied and rewarding role where you'll provide first-class technical support, helping colleagues across the business resolve IT issues quickly while delivering an excellent customer experience.

You'll be the first point of contact for IT support, working closely with users and technical teams to troubleshoot problems, manage service requests and ensure our systems keep our branches, operations, and support teams running efficiently.

This is a fantastic opportunity to build your technical skills, work with a supportive team, and play a key role in delivering reliable IT services across one of the UK's leading industrial distributors.

Key Responsibilities

• Provide first- and second-line support for IT incidents and service requests.
• Diagnose and resolve hardware, software, operating system, and network-related issues.
• Manage incidents through to resolution using IT Service Management (ITSM) tools.
• Escalate complex issues to specialist teams where appropriate.
• Monitor ticket queues and ensure timely updates and resolution.
• Perform root cause analysis for recurring incidents.
• Deliver high-quality customer service to internal and external users.
• Support users via phone, email, chat, remote access, and face-to-face interactions.
• Provide clear technical guidance and user education.
• Manage user expectations and communicate progress effectively.
• Support Microsoft Windows environments and Microsoft 365 applications.
• Administer user accounts, permissions, and access management.
• Support Active Directory, Azure AD/Entra ID, VPNs, and remote access solutions.
• Assist with workstation, laptop, mobile device, and peripheral deployments.
• Troubleshoot connectivity, printer, and collaboration platform issues.
• Contribute to knowledge base articles and technical documentation.
• Identify opportunities to improve service delivery and support processes.
• Participate in problem management activities.
• Support system upgrades, migrations, and IT projects.
• Follow IT security policies and best practices.
• Support identity and access management processes.
• Assist with security incident reporting and investigation.
• Ensure compliance with organisational standards and regulatory requirements.