Junior IT Service Desk Analyst

5 days ago

Northampton, United Kingdom Winvic Construction Ltd Full time

Junior IT Service Desk Analyst


What It’s All About - The Role

As a Junior IT Service Desk Analyst, you will provide technical support and assistance to end-users, ensuring the smooth operation of IT systems and maintaining high levels of user satisfaction. This entry-level position offers an opportunity to develop your IT skills and gain hands-on experience in a dynamic and collaborative environment.


Key Responsibilities:

  • User Support and Issue Resolution: Respond to user inquiries and technical issues through various communication channels, such as phone, email, and ticketing systems. Troubleshoot problems, provide timely resolutions, and escalate complex issues to senior team members or appropriate IT teams.
  • Incident Management: Log and track user-reported incidents, documenting detailed information. Follow established processes for incident classification, prioritisation, and resolution. Ensure accurate and timely communication with users regarding incident status and progress.
  • Request Fulfilment: Assist with processing and fulfilling user requests, including software installations, account creations, password resets, and equipment setups. Maintain accurate records of request status and completion.
  • Troubleshooting and Problem-Solving: Analyse technical issues and apply basic troubleshooting techniques to diagnose and resolve problems. Escalate unresolved issues to senior team members or relevant IT teams, providing detailed information for efficient problem resolution.
  • Asset Management: Assist with the management and tracking of hardware and software assets, including inventory, configurations, and licenses. Coordinate with procurement and asset management teams to ensure accurate and up-to-date asset records.
  • Documentation and Knowledge Management: Contribute to the creation and maintenance of documentation, including user guides, standard operating procedures (SOPs), and knowledge base articles. Document troubleshooting steps and solutions for common issues to enhance the knowledge base.
  • Continuous Learning and Improvement: Stay updated on the latest technologies, industry trends, and best practices in IT service management. Take part in training programs and seek opportunities to expand your IT skills and knowledge.
  • Customer Service Excellence: Provide excellent customer service by delivering prompt, professional, and courteous support to users. Maintain a positive and helpful attitude during interactions and strive to exceed user expectations.
  • Collaboration: Collaborate with team members and other IT teams to resolve technical issues and deliver optimal solutions. Participate in team meetings, knowledge sharing sessions, and cross-functional projects as required.


Qualifications/Experience:

  • Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.
  • Relevant certifications (e.g., CompTIA A+) or prior IT support experience is a plus.
  • Basic understanding of IT service desk principles, incident management, and request fulfilment processes.
  • Familiarity with troubleshooting hardware, software, networking, and operating system issues.
  • Excellent communication skills, both written and verbal, with the ability to effectively communicate technical concepts to non-technical users.
  • Strong problem-solving and analytical abilities, with a keen attention to detail.
  • Customer-focused mindset with a passion for delivering exceptional user support.
  • Ability to work well in a team environment, collaborating with colleagues and sharing knowledge.
  • Self-motivated and eager to learn new technologies and expand IT skills.
  • Ability to work in a fast-paced environment, prioritise tasks, and manage time effectively.


Winvic Core Values

  • Respect - For all of our colleagues, regardless of their position in the organisation. Respect for suppliers, communities, the environment – and for our customers. By valuing the opinions and concerns of others our solutions deliver the best outcome for all stakeholders.
  • Loyalty - To our customers, each other, and our suppliers.
  • Honesty - Allows us to tackle difficult conversations constructively. Straight-talking generates trust and helps to solve problems quickly. We keep clients in the picture at all times, so there will be no nasty surprises on cost or delivery.
  • Challenging/questioning - Always asking ourselves if there is a better way. The commitment to continuous improvement underpins our position as industry leaders.
  • Passion: pride, tenacity, drive - The winning mentality. If it’s in our hearts, it’s at the heart of the business. The most important ingredient in the recipe for success.


On offer is a highly competitive salary and package and the chance to work in an environment where you are well respected and given the opportunity to continue to develop and progress in your career

CV and covering letter to hr@winvic.co.uk

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