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It Service Desk Analyst
1 month ago
Job Title: Service Desk Analyst
Are you an experienced IT professional with a passion for problem-solving and a knack for excellent customer service? We are seeking a proactive and knowledgeable Service Desk Analyst with significant experience in Citrix environments to support a large base of UK-wide users. If you have a minimum of 18 months of experience in a similar role and are eager to join a dynamic team, we want to hear from you
Role Overview: As a Service Desk Analyst, you will be responsible for providing end-user IT assistance on all core desktop applications and technologies. You will work closely with IT Trainers, the IT Service Delivery Manager, and the Head of IT Operations to ensure smooth and efficient IT operations. This role is predominantly 1st and 2nd line support, with occasional involvement in 3rd line issues. Strong experience with Citrix environments is essential for this role.
Key Responsibilities:
* Provide end-user IT assistance on all core desktop applications and technologies.
* Support and feedback to the IT Trainers, IT Service Delivery Manager, and Head of IT Operations.
* Handle 1st and 2nd line support issues, and occasionally assist with 3rd line issues.
* Conduct and report findings from weekly IT checklists.
* Assist with transformational projects using Microsoft Azure and M365 platforms.
* Set up and maintain user accounts, laptops, printers, scanners, and meeting room equipment.
* Participate in IT projects, offering technical input and leadership as required.
* Oversee IT equipment loans, ensuring timely return of items.
* Maintain IT facilities and ensure all procedures and audits are completed and documented.
* Suggest improvements and innovative ideas to the team.
* Accurately record problem descriptions and resolutions in the ITSM solution.
* Escalate problems to fellow Service Desk Analysts/Seniors, IT Service Delivery Manager, or Head of IT Operations when necessary.
* Participate in out-of-hours cover rota as required (post probation).
Technical Skills:
* Minimum 18 months of experience in a similar role.
* Strong understanding and working knowledge of Microsoft solutions, including Active Directory, Exchange Online Mailbox administration, Microsoft 365 applications, and NTFS share permissions.
* Extensive experience supporting users within Citrix environments is essential.
* Familiarity with the following technologies:
Citrix DaaS
Windows 10/11
Apple iPhones
Microsoft Stack (Office 365, InTune, Exchange Online, Teams)
Active Directory/Azure Active Directory
Dell Laptops
Autopilot
Mimecast
Windows Defender
MS Surface Hubs
Basic networking (LAN/WAN, DHCP/DNS)
If you are a Service Desk Analyst with robust experience in Citrix environments and are looking to take the next step in your career, apply now Join a team that values innovation, continuous learning, and providing top-notch IT support. Apply today to become a key player as a Service Desk Analyst in a supportive and forward-thinking environment
