IT SERVICE DESK ANALYST

Exemplar Health Care Support Centre, Sheffield
Position: IT Service Desk Analyst (1st line)
Location: 17 Europa View, Sheffield, S9 1XH
Contract type: Permanent, full time
Rate: £26,500 per annum
This is an exciting opportunity to join our IT Department and play a key role in delivering IT support across our rapidly growing organisation.
As a 1st Line Service Desk Analyst, you are the first point of contact for users needing technical support. Your role involves answering calls, emails and tickets, logging incidents accurately and providing initial troubleshooting for hardware, software and network issues. You will resolve common problems or escalate more complex issues to senior teams when needed. Excellent communication and customer service skills are essential.

DESIRABLE SYSTEMS EXPERIENCE:

• Intune
• iOS / iPad
• SolarWinds Service Desk
• Sophos
• Draytek
• Barracuda
• Datto
• Mac OS experience
• Manage Engine- Exchange Plus and AD Manager Plus

QUALIFICATIONS

• GCSE’S at Grade C or above in English & Mathematics or equivalent
• Industry Standard computing qualifications such as Microsoft and CompTIA, CompTIA Network+, Security+, Server+ or other certification
• ITIL Foundation Qualification (desirable).

• Act as the first point of contact for all IT support queries
• Answer calls, emails and self-service tickets promptly
• Log and categorise incidents and service requests accurately
• Provide first-line troubleshooting for hardware, software and network issues
• Guide users through solutions in a clear and friendly manner
• Escalate complex or unresolved issues to second-line support
• Maintain detailed and accurate records in the ticketing system
• Set up and configure new user accounts, equipment and basic software
• Support password resets and access requests