Service Desk Analyst

Our client is seeking a IT Service Desk Analyst to act as the first point of contact for all IT support across the organisation, based in Ipswich offering hyrbid.

This role is focused on delivering a professional, customer-focused service, ensuring incidents and service requests are resolved efficiently while maintaining high service standards and contributing to continuous improvement.

Service Delivery &amp; Support Act as the first point of contact for all IT incidents and service requests via phone, email, and ticketing system.<br />Log, categorise, and prioritise tickets in line with agreed SLAs.<br />Provide first-line resolution for common issues across hardware, software, and systems.<br />Escalate more complex issues to 2nd/3rd line teams where required, ensuring clear handover.<br />Work with third-party support providers where required, maintaining clear ownership of tickets and ensuring services are delivered in line with agreed expectations.<br />Proactively manage and update tickets to resolution, keeping users informed throughout.User Support Support users across core systems (Microsoft 365, Devices and Business Applications).<br />Assist with onboarding and offboarding processes (account setup, access, equipment).<br />Deliver end-user support including induction training for new starters, ensuring they are equipped to use core systems, devices, and collaboration tools effectively from day one.<br />Provide ongoing guidance and informal training to users to improve system adoption and digital capability.<br />Maintain a strong customer focus, ensuring a positive user experience.Device &amp; Systems Support Support laptops, mobile devices, printers, and peripherals.<br />Assist with device builds, configuration, and deployment.<br />Troubleshoot connectivity issues (WiFi, VPN, network access).<br />Perform routine checks and basic system maintenance tasks.<br />Assist with cyber security monitoring and remediation tasks.Process &amp; Continuous Improvement Follow ITIL-aligned processes for Incident, Request, and Problem Management.<br />Contribute to the creation and maintenance of knowledge base articles.<br />Identify recurring issues and highlight trends to support root cause analysis.<br />Support service improvements to enhance efficiency and user satisfaction.Person Specification Essential Experience &amp; Skills Around 1 year of experience in a Service Desk or IT support role<br />Good understanding of Microsoft 365 (Outlook, Teams, SharePoint, etc.).<br />Good understanding of Windows operating systems and desktop environments.<br />Strong troubleshooting and problem-solving skills.<br />Excellent communication skills, both technical and non-technical.<br />Ability to manage workload and prioritise effectively.Desirable Exposure to Active Directory / Microsoft Entra.<br />Experience with ticketing tools (Zendesk, ServiceNow, Jira, etc.).<br />Understanding of ITIL principles and service management processes.<br />Basic networking knowledge (DNS, DHCP, VPN).<br />Experience supporting SaaS applications.Behaviours &amp; Attributes Customer-focused with a proactive, "can-do" attitude.<br />Strong attention to detail and ownership of tasks.<br />Able to work both independently and as part of a team.<br />Willingness to learn and develop technical skills.<br />Calm and professional under pressure