We are seeking an experienced IT Service Desk Analyst to join our client's team, providing frontline technical support to all internal users. Job Summary As the face of IT support, you will act as the primary contact for colleagues reaching out for assistance through phone, email, or self-service portals. This role is perfect for a proactive, customer-focused professional with a passion for troubleshooting and delivering excellent service. Responsibilities Provide first-line IT support, logging, troubleshooting, and resolving incidents and service requests at first contact when possible, or escalating to appropriate teams. Track, assign, and ensure timely responses to all logged tickets following agreed-upon standards. Keep users updated on progress and ensure corrective actions are taken to minimize delays. Seamlessly manage interactions across various support channels (phone, email, self-service portal, ticketing system) as directed by the Team Leader or Service Desk Manager. Requirements Strong customer service orientation with excellent communication skills; ability to clearly explain technical information to non-technical users. Well-organized, adaptable, and able to manage workload effectively under pressure. A proactive attitude and an eye for detail, taking pride in delivering quality support and building positive relationships with customers and colleagues. Demonstrated problem-solving skills and a strong interest in IT, ensuring efficient and secure service delivery. Willingness to learn, develop, and take on new challenges, including availability for out-of-hours support as needed. Qualifications Degree in IT or a related field, OR ITIL Foundation certification, OR Proven IT Service Desk experience (1+ years in a 1st line support role). Nice to have's: Familiarity with service desk operations. Previous experience in IT customer service, like a call centre. Some exposure to cloud based solutions For more information, please contact Alice Armstrong at Hayward Hawk. Skills: IT Support Customer service Technical support