Service Desk Analyst

2 weeks ago

Cardiff, United Kingdom Hays Full time

Your new company You'll be joining a values-led public sector organisation that is committed to supporting its people and delivering meaningful impact across communities. With a strong focus on innovation, inclusion, and professional development, this is an excellent opportunity to grow your career in a supportive environment.Your new role As an IT Service Desk Analyst, you will provide 1st line and some 2nd line technical support to internal customers. You'll be responsible for resolving and escalating incidents in line with service level agreements, supporting end-user hardware and software, and maintaining documentation to improve organisational resilience. You will also contribute to IT projects, create user guides and knowledge base articles, and play an active role in team meetings and workshops. What you'll need to succeed Previous experience in a 1st/2nd line IT Service Desk support roleKnowledge of ITIL-aligned environmentsStrong technical skills in Microsoft Active Directory, Windows operating systems, and Microsoft Office applicationsExperience with end-user hardware setup, troubleshooting, and diagnosticsExcellent communication skills with the ability to build strong relationships and provide solution-focused supportA proactive approach to promoting IT policies and security within the organisation

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