We are seeking an experienced IT Service Desk Analyst to join a well-established internal technology team. This is an excellent opportunity for a customer-focused support professional who enjoys working in a structured environment and delivering high-quality technical support.
You will play a key role in providing Level 1 and Level 2 support, resolving incidents, managing requests, and ensuring users receive timely and effective solutions.
About the Role Key responsibilities include:
- Providing Level 1 and Level 2 technical support to end users.
- Logging, triaging, prioritising and resolving incidents and service requests.
- Escalating issues appropriately while following defined processes and SLAs.
- Managing user accounts, permissions and security groups within Active Directory.
- Supporting Microsoft 365 applications including Outlook, Teams, OneDrive and SharePoint.
- Supporting Windows desktop environments.
- Maintaining accurate ticket documentation within ITSM platforms.
- Delivering a high level of customer service to users across the business.
About You You will have:
- Previous experience in a Service Desk Analyst, Help Desk or Desktop Support role.
- Strong hands-on Active Directory experience, including user administration, password resets and security group management.
- Experience supporting Microsoft 365 environments.
- Experience supporting Windows operating systems.
- Experience using ITSM/ticketing tools such as ServiceNow, Jira, Cherwell, Remedy or Freshservice.
- Strong communication skills and a customer-focused approach.
- The ability to follow structured processes and know when to escalate issues.
Experience with the following will be highly regarded:
- Microsoft Entra ID (Azure AD)
- Microsoft Intune / endpoint management
- Mobile device support
- ServiceNow
- ITIL practices or certification
- Microsoft Azure exposure
- Microsoft certifications (e.g. AZ-900)
The Ideal Candidate:
- Takes ownership of issues and follows through to resolution.
- Works well within a team environment.
- Has strong attention to detail and documentation skills.
- Enjoys helping users and providing a positive support experience.
- Can quickly adapt and become productive in a new environment.
Apply now or reach out for a confidential discussion:
rladhams@humanisedgroup.com
0484 546 357
