Service Desk Analyst

We are seeking a detail-oriented and customer-focused Service Desk Analyst to join our IT support team in Bath, United Kingdom. As a Service Desk Analyst, you will be the first point of contact for our users, providing efficient and empathetic technical support to resolve IT issues and ensure smooth operations across the organisation.

• Respond to and resolve user queries and incidents via phone, email, and ticketing system
• Troubleshoot hardware, software, and network issues in a timely manner
• Escalate complex issues to appropriate IT teams when necessary
• Maintain accurate documentation of all support activities and solutions
• Assist in the creation and maintenance of knowledge base articles
• Contribute to the continuous improvement of IT support processes
• Collaborate with other IT teams to ensure seamless service delivery
• Provide basic training and guidance to users on IT systems and applications
• Monitor system performance and proactively identify potential issues
• Participate in on-call rotations to provide after-hours support when required

• 1-3 years of experience in IT support or a related field
• Proficiency in IT service management tools (e.g., ServiceNow, JIRA)
• Strong knowledge of remote desktop support software and techniques
• Excellent problem-solving and analytical skills
• Exceptional communication abilities, both written and verbal
• Demonstrated experience in providing customer-focused support
• Solid understanding of IT infrastructure and common software applications
• Proficient in Microsoft Office Suite
• Basic networking knowledge
• Strong time management and organisational skills
• Bachelor's degree in Computer Science, Information Technology, or related field (preferred)
• ITIL Foundation certification (preferred)
• Ability to work well under pressure and manage multiple priorities
• Commitment to continuous learning and staying updated with emerging technologies