Job Description

Posted 2 hours ago

Role: IT Service Desk Analyst
Location: Banbury
Contract Type: Permanent
Salary: £37,000 Per Annum

Job Purpose
The IT Service Desk Analyst will provide first and second line technical support to internal staff across the business. This role is central to ensuring colleagues receive effective, timely and professional IT support that enables them to carry out their roles efficiently. The successful candidate will have an aptitude for working with applications and systems to analyse, diagnose and resolve staff issues, which may range from straightforward queries to more complex technical problems.

Strong customer service skills are essential, as the role acts as the “face of IT” for many colleagues and building positive working relationships across the organisation is key. The role also involves a range of administrative duties and responsibility for supporting designated IT locations, requiring strong organisational skills, accountability and the ability to self-manage effectively.

Key Accountabilities
This is what you’ll do day-to-day

* Provide first and second line technical support for internal staff, resolving incidents and service requests in a timely manner.

* Analyse and diagnose technical issues related to applications, systems, hardware and software.Escalate more complex issues to the appropriate teams where necessary.

* Maintain accurate records of incidents, requests and resolutions within the service management system.

* Provide support for IT equipment including desktops, laptops, mobile devices and peripherals.

* Assist with the setup, configuration and deployment of new hardware and software.

* Support colleagues with access issues, system queries and application troubleshooting.

* Undertake a range of administrative duties relating to IT systems, users and asset management.

* Take ownership of a designated IT area and self-manage support for locations within that area.

* Ensure IT issues are resolved efficiently to minimise disruption to business operations.

* Contribute to improving IT support processes and knowledge sharing within the team.

Person Specification
This is what you will bring to the role:

* 1-3 years experience of IT support or service desk experience.

* Exposure to ticketing systems and service desk processes.

* Experience providing first or second line IT support in a service desk or technical support environment.

* Strong problem-solving skills with the ability to analyse and diagnose technical issues.

* Excellent customer service and communication skills.

* Ability to explain technical concepts clearly to non-technical colleagues.

* Strong organisational skills with the ability to manage and prioritise multiple requests.

* Experience supporting Microsoft-based environments and standard desktop applications.

* Ability to work independently while contributing effectively as part of a team.

* Confidence in building relationships with colleagues across different areas of the organisation

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