IT Service Desk Analyst

IT Service Desk Analyst / IT Support Analyst / 1st / 2nd Line IT Support Engineer

Location: Bristol - Hybrid Working

Join a leading international professional services firm as a passionate IT Service Desk Analyst, supporting over 2500 users.

The Role:

• Record, diagnose, monitor, and resolve issues using a call management system.
• Focus on first-time resolution from call placement to resolution.

Responsibilities:

• Provide 1st/2nd Line application support for productivity tools and business applications.
• Handle incidents, questions, and requests via phone, email, or web 24x7.
• Identify recurring incidents and contribute to solutions.
• Adhere to call management procedures and keep stakeholders informed.
• Log all contacts in Service Now.
• Maintain professional standards and processes in IT Support.
• Achieve KPI targets and take ownership of allocated projects.
• Monitor and escalate IT systems alerts 24x7.
• Perform user administration tasks.
• Assist in identifying skills and knowledge gaps within the team.
• Support technical infrastructure in collaboration with relevant teams.

About You:

• Previous IT helpdesk experience and 1+ years of technical IT support ideally supporting a large user base (500+)
• Ideally holds a College IT qualification or equivalent.
• Knowledge of Microsoft applications including O365, Active Directory, MS Office etc
• Experience in a service-oriented company with KPIs and SLAs.
• Familiarity with Service Now or other call logging systems.
• Strong problem-solving skills and telephone support experience.
• Understanding of document comparison tools and document management systems.
• Flexible and willingness to work varying shift patterns and to be part of an on call rota (1 week in 6)

Perks:

• Competitive bonus package including generous shift and on call allowances
• Excellent career progression with scope for internal promotion and exposure to the latest Microsoft Azure and Cloud technologies
• Hybrid working (3 days in office)
• Company bonus scheme
• Private medical insurance
• Generous pension scheme
• Global office locations
• Recognized as a top employer for women and working families
• Active social and sport committees

Join us and make a real impact in a supportive and friendly environment!

Apply now to be part of a team that values development and progression.