Job Description

Posted 2 weeks ago

IT Service Desk Analyst

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IT Service Desk Analyst

Exemplar Health Care Support Centre, Sheffield

Position: IT Service Desk Analyst (1st line)
Location: 17 Europa View, Sheffield, S9 1XH
Contract type: Permanent, full time
Rate: £26,500 per annum

This is an exciting opportunity to join our IT Department and play a key role in delivering IT support across our rapidly growing organisation.

As a 1st Line Service Desk Analyst, you are the first point of contact for users needing technical support. Your role involves answering calls, emails and tickets, logging incidents accurately and providing initial troubleshooting for hardware, software and network issues. You will resolve common problems or escalate more complex issues to senior teams when needed. Excellent communication and customer service skills are essential.

About Exemplar Health Care

Exemplar Health Care is one of the country’s leading nursing care providers for adults living with complex needs. We have 50+ care homes across England that support adults living with complex mental health needs, dementia, neuro-disabilities and physical disabilities. As well as stable and secure employment opportunities, we offer great benefits and perks, and plenty of opportunities to learn, develop and progress

About the role

* Act as the first point of contact for all IT support queries

* Answer calls, emails and self-service tickets promptly

* Log and categorise incidents and service requests accurately

* Provide first-line troubleshooting for hardware, software and network issues

* Guide users through solutions in a clear and friendly manner

* Escalate complex or unresolved issues to second-line support

* Maintain detailed and accurate records in the ticketing system

* Set up and configure new user accounts, equipment and basic software

* Support password resets and access requests

About you

* proven 1st line Service Desk support (min 2 years)

* Supporting Windows 11 and Microsoft 365

* excellent customer service skills

* knowledge of Windows Server Operating Systems (2016, 2019)

* strong work ethic and self-motivation with the ability to work under pressure

* knowledge of networking technologies TCP/IP, DNS, LAN, WAN, DHCP

* Active Directory

* iPhones

Desirable systems experience:

* Intune

* iOS / iPad

* SolarWinds Service Desk

* Sophos

* Draytek

* Barracuda

* Datto

* Mac OS experience

* Manage Engine- Exchange Plus and AD Manager Plus

Qualifications

* GCSE’S at Grade C or above in English & Mathematics or equivalent

* Industry Standard computing qualifications such as Microsoft and CompTIA, CompTIA Network+, Security+, Server+ or other certification

* ITIL Foundation Qualification (desirable).

What we offer

We offer great rewards and perks including:

excellent supervision, peer support, learning opportunities and career prospects

retail and lifestyle discounts

free DBS check

24/7 counselling and support

25 days annual leave allowance plus bank holidays

Blue Light Card eligibility.

How to apply

Sound good? We’d love to hear from you. Click the button to ‘APPLY NOW