We are seeking a Technical Support Analyst to join our growing Service Desk team. This position would be ideal for someone with 2+ years of first-line Service Desk experience, looking to join a growing team with countless progression opportunities. The ideal candidate will have a desire to learn, exceptional problem-solving abilities, work well in a team and have a customer-focused mindset. Having come from a similar Service Desk role, this vacancy is suited for someone willing to ‘hit the ground running’, having knowledge and experience of using an ITSM tool alongside ITIL understanding.

The main responsibilities are:

• Respond to technical support inquiries via email, phone, or chat.
• Troubleshoot and resolve technical issues for customers.
• Escalate complex issues to 2^nd / 3^rd line teams when necessary.
• Maintain detailed documentation of support tickets and resolutions.
• Provide training and support to customers on software and hardware usage.
• Collaborate with other teams to identify and resolve product issues.
• Stay up-to-date with industry trends and emerging technologies.
• Participate in a scheduled shift pattern during core business hours (Monday-Friday / 0800 – 1800).
• Participate in an on-call rotation to provide out-of-hours support for both internal and external customers, outside of the core business hours.
• Maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution.
• Utilize ITSM tools to log, track, and manage customer tickets, ensuring accurate documentation and timely updates.
• Understand, adhere to, and promote IT security best practices.
• Completing administrative tasks, acknowledging events, checking security logs, logging, and progressing change requests.
• To always be willing to carry out any other reasonable request.
• Adhere to asset and access management policies and procedures.
• Perform your tasks in support of data and information security.

Ideally, you will already have:

• Broad and up to date technical knowledge of key vendor products (Microsoft, VMWare etc)
• Understanding of ITIL
• Ability to prioritise work, with minimum supervision and use initiative to ensure that deadlines are met.
• Ability to work on your own and as part of a team.
• Strong attention to detail in logging/updating support tickets and technical documentation.
• Excellent customer service skills & problem-solving skills
• Flexible and adaptable as the business demands
• Ability to work under pressure.
• Knowledge and experience in using an ITSM tool.
• Must have a “can do” attitude at all times.
• A genuine interest in technology.
• Excellent communication and interpersonal skills, with the ability to collaborate with other teams and departments.
• Ability to work in a fast-paced, shift-based work environment, and to adapt to changing priorities and demands.
• Strong organisational skills, with the ability to accurately log and track incidents.

Qualifications and Experience

• ITIL certification desirable
• Industry certifications (e.g., Microsoft Certified, VMWare Certified) are a plus.
• Minimum 2 years’ experience in a first-line Service Desk role

We provide all employees with the skills needed to do their job by offering personal development plans and encourage applications from anyone who thinks they can bring what is required to the role. So, even if you don’t meet every point detailed in the criteria above, we encourage you to still apply – simply explain how your current skills and experience are relevant in your application.