Job Summary
We are looking for a customer-focused Help Desk Analyst to provide first-line technical support to employees and customers across the UK. The successful candidate will troubleshoot hardware, software, and network issues, resolve incidents efficiently, and ensure an excellent customer experience while working in a remote environment. You will serve as the first point of contact for IT support requests and collaborate with internal IT teams to maintain high service standards and meet Service Level Agreements (SLAs).
Key Responsibilities
- Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing systems.
- Diagnose and resolve first-line hardware, software, printer, network, and application issues.
- Log, prioritise, and manage incidents and service requests using an IT Service Management (ITSM) tool.
- Escalate unresolved or complex issues to second- or third-line support teams.
- Provide remote support using remote desktop tools.
- Create and maintain knowledge base articles and technical documentation.
- Manage user accounts, password resets, and access permissions (Active Directory/Microsoft Entra ID).
- Configure and support Microsoft 365 applications, Outlook, Teams, and SharePoint.
- Maintain accurate ticket updates and ensure compliance with agreed SLAs.
- Deliver excellent customer service while communicating technical information clearly to non-technical users.
- Participate in shift rotations and on-call support when required.
Required Qualifications
- GCSEs, A-Levels, diploma, or equivalent qualification in IT (Degree preferred but not essential).
- 1–3 years of experience in an IT Help Desk, Service Desk, or Technical Support role.
- Experience supporting Windows 10/11 and Microsoft 365.
- Knowledge of Active Directory, VPNs, and remote desktop support tools.
- Familiarity with ticketing systems such as ServiceNow, Jira Service Management, Zendesk, or Fresh service.
- Strong troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills.
- Ability to work independently in a remote environment.
Preferred Qualifications
- ITIL Foundation certification.
- Microsoft Certified Fundamentals (MS-900, AZ-900, or similar).
- Experience supporting macOS and mobile devices (iOS/Android).
- Knowledge of Azure Active Directory (Microsoft Entra ID).
- Experience with endpoint management tools such as Microsoft Intune.
- Exposure to basic networking concepts (DNS, DHCP, TCP/IP).
- Experience working in an MSP or enterprise IT support environment.
