We are looking for a Service Desk Analyst to join our team at Linnaeus. This role is working 5 days a week in the office in Shirley and support all Linnaeus Associates. Main purpose & goals - Provide an exceptional level of customer service and ensure satisfaction at all customer touch points. Ensuring users are kept up to date on the progress of their service requests. - Performing triage on all support queries coming into the Service Desk via phone, email. walk-ups or portal and capturing them within ServiceNow. Determining the priority of all issues based on urgency and impact to the business and ensuring any high priority incidents are prioritised, and the escalation process is followed as appropriate. - Responsible for ensuring support requests are dealt with in accordance with the agreed Linnaeus standard SLA's. - Responsible for supporting the JML processes, including supporting new joiners with setting up their IT equipment, ensuring they have the correct access to software to carry out their role from their first day of employment as well as ensuring access for associates leaving the business is locked down in a timely manner. - Responsible for build, receipt, recovery, recycling and disposal of IT assets. Working closely with the Asset and Procurement Lead to maintain the accuracy of any IT Assets via the CMDB. Carrying out on-site hardware audits and regular stock takes and keeping the build room in an orderly way. - Providing a first-time fix to common issues such as password resets, Active Directory updates and VPN requests. Contributing to the knowledge base to document fixes and empower end user self-service resolutions. - Working with external suppliers to ensure all corporate data is backed up each evening successfully and investigate/ resolve any failures. - Identify and escalate recurring issues or service risks into the service management teams. - Ensuring that the office workspace is always kept clean and tidy. - Work closely with other departments within IT to ensure our data is kept safe and secure online adhering to Linnaeus IT governance and controls.