Job Description

Posted 2 weeks ago

Excellent opportunity for a Service Desk Analyst to join a leading IT and Communications service provider in the South West. 
 
Job Title: Service Desk Analyst
Job Type: Permanent; Full Time
Salary: £25,000 – £30,000 
Location: Exeter
 
About the Service Desk Analyst role: 
Join a constantly growing team in a company that has clients across the UK and beyond with a penchant for progression. You will be working with clients on a daily basis, supporting their continued success via our ticketing platform and remote support software as well as regular visits to client premises. You will have a logical approach and attention to detail, be confident, highly organised, flexible, reliable and able to manage tasks and prioritise within tight deadlines.  

Key responsibilities of the Service Desk Analyst:
– Provide first line technical support to our customers via our ticketing platform, email, phone and remote support tools
– Diagnose and resolve common desktop, laptop, printer and basic networking issues
– Set up and configure new user accounts, devices and applications
– Assist with routine maintenance tasks, patching and monitoring
– Escalate more complex issues to senior engineers where appropriate
– Support small project tasks under the guidance of more senior team members
– Accurately document work, updates and solutions in our service desk system

Requirements of the Service Desk Analyst:
– Motivated team player with high standards of customer service
– Excellent analytical and problem-solving skills, with a strong attention to detail even when working under pressure.
– Methodical and able to approach complex problems logically
– Excellent written and verbal communication skills at all levels, both technical and non-technical audiences, including 3rd party vendor communications as part of a larger project team
– Aptitude for continuous learning and development, including self-directed study when appropriate
– You must be enthusiastic, inquisitive, presentable, confident & articulate with an excellent telephone manner
– Your own car and a clean driving licence would be advantageous (costs will be reimbursed)
– Degree-level or higher qualification in BSc Cyber Security, BSc Computer
Science, BSc Software Engineering, BSc Mathematics, MSc Cyber Security is desirable 
– Any relevant industry certifications
 
Must be able to demonstrate some of the following: 
– Knowledge of Microsoft operating systems ideally up to Windows Server 2025 and certainly Windows 11, including Active Directory and DNS
– Understanding of network topologies including wired / wireless, switching, security and VLANs.
– Implementation of networking upgrades desirable
– Experience of basic security hardening and penetration testing would be advantageous
– Experience of conducting audits e.g. asset management, cyber security etc.
– Experience with PowerShell for administration and automation
– Experience of supporting organisations to achieve Cyber Essentials / CE+ a distinct advantage
– Office 365 Administration. Office 365 migration experience desirable
– Azure Administration and migration experience
– Experience of server and workstation hardware builds, fault diagnosis and problem resolution
– Experience of a wide range of Endpoint Security solutions and managed mail security, including centralised management and monitoring
– Familiarity with patch management, configuration management and MDM solutions desirable
– Experience of the managed deployment of client applications and application migration
– Experience with SQL Server and SQL database administration and upgrades would be advantageous
– Familiarity with supporting all common end user software including Microsoft Office
– Experience of technical writing, documenting solutions or writing / designing training materials
– Experience with other scripting and programming languages e.g. Python, Go, Swift etc.
 
Benefits of the Service Desk Analyst: 
– Paid holidays + Bank Holidays
– Opportunities to progress