Service Desk Analyst

Service Desk Analyst

Posted 1 day ago by Pearson Whiffin IT

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£200 Per day
Undetermined
Undetermined
Dover, Kent
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Accounting Management Active Directory Computer Hardware IT Service Management Management Management Process Microsoft 365 Microsoft OneDrive Microsoft SharePoint Technical Support User Accounts

Summary: The Service Desk Analyst will serve as the primary contact for IT-related incidents and service requests, delivering high-quality technical support and ensuring an excellent customer experience. The role requires hands-on experience with Active Directory, Microsoft 365, and IT service management processes in a fast-paced environment. The successful candidate will manage support tickets, troubleshoot issues, and maintain user communication throughout the incident lifecycle. This position is ideal for a proactive individual with a strong customer service mindset.

Key Responsibilities:

  • Serve as the first-line point of contact for users via phone, email, and ticketing system
  • Log, categorise, prioritise, and manage support tickets in line with SLA requirements
  • Provide day-to-day support for Active Directory, including user account management, group policies, and permissions
  • Support Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint)
  • Troubleshoot and resolve hardware, software, and access-related issues
  • Escalate incidents to second-line teams where appropriate, ensuring clear documentation and handover
  • Maintain accurate ticket notes and user communication throughout the incident lifecycle
  • Deliver consistently high levels of customer service and user satisfaction

Key Skills:

  • Proven experience in a Service Desk / IT Support / Helpdesk role
  • Strong working knowledge of Active Directory
  • Experience supporting Microsoft 365 (M365)
  • Solid understanding of ticket logging and ITSM processes
  • Excellent verbal and written communication skills
  • Strong customer service mindset with the ability to manage user expectations
  • Ability to work effectively under pressure and manage multiple priorities
  • Experience with ITIL-based environments
  • Exposure to remote support tools
  • Basic networking or security knowledge

Salary (Rate): £200 per day

City: Dover

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:
Service Desk Analyst We are seeking a proactive and customer-focused Service Desk Analyst to join our IT support team. The successful candidate will act as the first point of contact for IT-related incidents and service requests, providing high-quality technical support while delivering an excellent customer experience. This role is ideal for an individual with hands-on experience supporting Active Directory, Microsoft 365, and IT service management processes, who thrives in a fast-paced support environment. Key Responsibilities Serve as the first-line point of contact for users via phone, email, and ticketing system Log, categorise, prioritise, and manage support tickets in line with SLA requirements Provide day-to-day support for Active Directory, including user account management, group policies, and permissions Support Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint) Troubleshoot and resolve hardware, software, and access-related issues Escalate incidents to second-line teams where appropriate, ensuring clear documentation and handover Maintain accurate ticket notes and user communication throughout the incident lifecycle Deliver consistently high levels of customer service and user satisfaction Required Skills and Experience Proven experience in a Service Desk / IT Support / Helpdesk role Strong working knowledge of Active Directory Experience supporting Microsoft 365 (M365) Solid understanding of ticket logging and ITSM processes Excellent verbal and written communication skills Strong customer service mindset with the ability to manage user expectations Ability to work effectively under pressure and manage multiple priorities Desirable Skills Experience with ITIL-based environments Exposure to remote support tools Basic networking or security knowledge Active Directory
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