Service Desk Analyst - 1St Line Support

Are you currently working in the IT/Tech Industry and want to utilise your skills? Are you looking for a role where you can add value and progress your career?

If the answer is yes! Then this may be the role for you:

Job Title: First Line Support - Service Desk Analyst

My client is a leading global technology solutions provider, delivering operational excellence and industry-standard practices across various sectors. With over 25 years of expertise, their commitment has made them a trusted partner for clients worldwide. Located in York, they prioritise building strong relationships and fostering a positive work environment.

This position involves owning, assessing, and directing user queries and technical incidents for internal and external customers. The role requires integration into the internal IT processes and support across all divisions to ensure service excellence and customer success.

Responsibilities:

• Handle first and second level user queries for both internal and external customers.
• Proactively monitor systems and equipment status.
• Manage and prioritise incidents effectively, utilising incident management best practices.
• Provide support via phone, email, or remote assistance.
• Collaborate with other divisions to expedite issue resolution.
• Assist in producing customer reports with relevant information.

Desirable requirements:

• Technical experience in operating systems (Microsoft Windows), Active Directory, Mimecast, Microsoft Office tools, Microsoft Teams & SharePoint, laptop maintenance, and security services.
• Familiarity with technology brands such as Dell, Cisco, HP, and NetApp.

• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Experience in data center technologies.
• Familiarity with Service Desk tools such as ServiceNow.

Mandatory requirements:

• Previous IT working background.
• Excellent customer focus and communication skills.
• Strong analytical capabilities.
• Ability to work independently and in a team.
• Possession of a full driving license.
• Ability to work from the office in York 5 days per week.

If this sounds like you, then please contact Natalie on (phone number removed) or (url removed)