IT Service Desk Analyst-£23,000-£30,000 Key Responsibilities Troubleshoot and Resolve Issues: Use the IT helpdesk workflow to resolve issues and complete requests within SLA. Call Handling: Deliver high-quality call handling, both in and out of hours. Customer Communication: Maintain a log of software/hardware problems and allocate complex issues to relevant IT team members. Service Issue Allocation: Arrange external technical support if needed. Requirements Time Management: Prioritize requests based on urgency. Experience: Previous helpdesk experience. Customer Service Focused: Team-oriented attitude to help co-workers and customers with technical problems. Motivation: Willingness to learn new skills and technologies. Technical Skills: Experience with Citrix XenApp, Windows Server 2016, Office 365, Azure, Active Directory, VMWare 6.7, Teams Telephony, and Network Security protocols. Additional Responsibilities Communications: Excellent telephone manner and face-to-face communication skills. Proactively communicate information to team members and management. Provide end-user training as required. Analytical Skills & Creativity: Structured problem-solving approach. Analyze technical and business information to develop plans and make sound recommendations. Management of Activities: Work as part of a small IT support team. Balance work priorities under pressure and ensure compliance with business management systems. Participate in occasional out-of-hours planned maintenance. Management of Finance & Resources: Advise on sourcing or re-use of hardware to ensure value for money. Autonomy & Accountability: Operate under the supervision of the Systems Manager with some decision-making autonomy. Contribute to section activities and be accountable for performance in finance, technical, and service delivery. Working Environment: Office-based, 38 hours per week (Monday to Friday).