Job Openings IT Service Desk Analyst

About the job IT Service Desk Analyst

IT Service Desk Analyst / IT Support Analyst / 1st / 2nd Line IT Support Engineer

Location: Bristol - Hybrid Working

Join a leading international professional services firm as a passionate IT Service Desk Analyst, supporting over 2500 users.

The Role:

  • Record, diagnose, monitor, and resolve issues using a call management system.
  • Focus on first-time resolution from call placement to resolution.

Responsibilities:

  • Provide 1st/2nd Line application support for productivity tools and business applications.
  • Handle incidents, questions, and requests via phone, email, or web 24x7.
  • Identify recurring incidents and contribute to solutions.
  • Adhere to call management procedures and keep stakeholders informed.
  • Log all contacts in Service Now.
  • Maintain professional standards and processes in IT Support.
  • Achieve KPI targets and take ownership of allocated projects.
  • Monitor and escalate IT systems alerts 24x7.
  • Perform user administration tasks.
  • Assist in identifying skills and knowledge gaps within the team.
  • Support technical infrastructure in collaboration with relevant teams.

About You:

  • Previous IT helpdesk experience and 1+ years of technical IT support ideally supporting a large user base (500+)
  • Ideally holds a College IT qualification or equivalent.
  • Knowledge of Microsoft applications including O365, Active Directory, MS Office etc
  • Experience in a service-oriented company with KPIs and SLAs.
  • Familiarity with Service Now or other call logging systems.
  • Strong problem-solving skills and telephone support experience.
  • Understanding of document comparison tools and document management systems.
  • Flexible and willingness to work varying shift patterns and to be part of an on call rota (1 week in 6)

Perks:

  • Competitive bonus package including generous shift and on call allowances
  • Excellent career progression with scope for internal promotion and exposure to the latest Microsoft Azure and Cloud technologies
  • Hybrid working (3 days in office)
  • Company bonus scheme
  • Private medical insurance
  • Generous pension scheme
  • Global office locations
  • Recognized as a top employer for women and working families
  • Active social and sport committees

Join us and make a real impact in a supportive and friendly environment!

Apply now to be part of a team that values development and progression.