Job Description

Posted 38 minutes ago

IT Service Desk Analyst

Location: Hereford / Remote
Salary: Competitive
Job Type: Permanent, Full-Time
Working Pattern: Monday–Friday, rota between 8:00am–5:30pm

About the Role Our client is an established technology services organisation supporting a range of public sector, healthcare and business customers across the region.

They are looking for an IT Service Desk Analyst to join their busy support team, providing professional 1st line technical support and excellent customer service to a diverse user base.

You'll be responsible for taking ownership of support requests, resolving issues wherever possible at first point of contact and ensuring anything requiring further technical assistance is escalated appropriately.

What You'll Do:
Provide professional 1st line IT support via telephone and remote support tools
Log, prioritise and manage incidents and service requests accurately
Troubleshoot desktop hardware, software and application issues
Support user access, accounts, email configuration and network resources
Provide remote technical assistance and initial fault diagnosis
Escalate unresolved or high-priority incidents to the appropriate 2nd line teams
Keep customers updated throughout the resolution process
Maintain accurate asset, equipment and support records
Install, configure and support desktop software and hardware
Assist users with system functionality and provide basic technical guidance
Maintain and contribute to the Service Desk knowledge base
Work with external suppliers where required to resolve technical issues
Follow information security, data protection and IT policies What We're Looking For:
Previous experience within an IT Service Desk or 1st line support role
Good understanding of desktop hardware, software and applications
Strong troubleshooting and problem-solving skills
Experience using remote administration/support tools
Good understanding of user account and access administration
Excellent communication and customer service skills
Ability to prioritise workload based on business impact and urgency
Strong attention to detail when recording incidents and technical information
A professional and customer-focused approach Why Join?
Permanent, full-time opportunity
Flexible Hereford / remote working environment
Work across a varied range of customer environments
Gain exposure to desktop, applications, user access and network technologies
Join an established and supportive IT team
Opportunity to develop your technical skills and progress within IT Apply now to take the next step in your IT support career and join a team where customer service and technical delivery are equally important