Service Desk Analyst

Skills

About the Role

You will triage incidents and service requests through phone, email, collaboration tools, and ServiceNow. You will troubleshoot Windows, Mac, Microsoft 365, network, access, and business-application issues, document and prioritise cases, escalate when needed, support endpoint administration and deployment, and participate in shift and weekend support.

Requirements

• 4–6 years of hands-on desktop support experience
• Windows 11 support experience
• PC and Mac hardware and software knowledge
• Active Directory administration
• ServiceNow or comparable call-logging platform experience
• Application testing, deployment, maintenance, and documentation
• TCP/IP knowledge
• Endpoint protection and mobile device management
• Microsoft SCCM or Company Portal
• Microsoft 365
• SharePoint
• Remote access or VPN support
• Customer service and communication skills
• Problem-solving and organisational skills

Responsibilities

• Triage incidents and service requests through multiple support channels
• Assess incident impact, severity, and technical complexity
• Troubleshoot and resolve end-user issues at first contact
• Document, categorise, and prioritise incidents and requests
• Keep users informed and escalate cases to specialist teams
• Support Active Directory administration and application deployment
• Maintain endpoints, printing, patching, mobile devices, and video conferencing
• Participate in shifts and out-of-hours weekend support

Benefits

• Matched fundraising donations
• Flexible working hours
• Work-from-home opportunities
• Performance-related bonuses
• Insurance and medical plans
• Gym membership contribution
• Free lunch, snacks, and fruit
• Birthday leave
• Two days of volunteering leave per year
• Hybrid work with three office days