This temporary on-site role focuses on resolving incidents and delivering service requests in line with defined standard operating procedures as part of a busy IT Service Desk team. We are seeking a confident IT Service Desk Analyst with strong attention to detail and excellent troubleshooting abilities that can manage and prioritise their workload calmy and independently. Objectives of this Role Provide service desk support services and associated IT administrative tasks for the user base. Respond to Incoming service calls in a quick and efficient manner and communicate with customers in a polite and professional way. Ensure service calls are kept up to date. To monitor internal systems and if necessary, report/escalate incidents. Proactive in developing and maintaining internal documentation for support processes and procedures as necessary. Adhere to change control processes when undertaking any support, installation or upgrade work on systems. To be aware of and adhere to contractual obligations and service level agreements. Undertake any other relevant duties as may reasonably be requested by the IT Service Desk Manager. Core Responsibilities · Troubleshoot and resolve incidents relating to IT hardware and software, both remotely and in person. · Manage and complete service requests, such as onboarding and offboarding employees to defined standards. · Monitor incoming tickets and manage own workload to SLA, ensuring timely updates, documentation, and resolution. · Maintain user endpoint security by updating operating systems and third-party software, and resolving management system alerts as required. · Assist in the imaging, deployment, maintenance, and configuration of IT equipment (laptops, desktops, Macs, and mobile phones). · Adaptability to learn and support other functions within the IT Service Desk team as required. Requirements A n active interest in Information Technology and a desire to develop their knowledge. Experience in a customer service environment. Articulate and numerate with great attention to detail and strong communication skills. Effective personal management; able to work under pressure and manage workload priorities to meet expectations. A flexible, customer focussed approach to work and attitude to drive through issues to completion with a willingness to learn new skills. Good interpersonal skills and a problem-solving approach to issues. A Proactive approach to tasks and duties. Competent with Microsoft Office suite. Must have the ability to work on their own but also be able to contribute to team meeting or within collaborative projects Preferred · Demonstratable experience working in an IT Service Desk or Desktop support role. · Strong communication skills. · Excellent troubleshooting, analytical and problem-solving skills. · Ability to work independently and take ownership of assigned tasks. · Strong understanding of hardware and software troubleshooting. · Good understanding of networking fundamentals Advantageous · A level 3 or higher qualification in a computing, IT, or digital subject · Previous experience working in a Microsoft 365 hybrid environment. · ITIL V4 certification Benefits Competitive Salary Pension Contribution 25 days holiday per year plus 8 bank holidays Employee assistance programme Sick pay scheme Cycle to work scheme Enhanced maternity and paternity benefit Life assurance benefit Job Type: Full-time office based Fixed term contract