Service Desk Analyst

An opportunity has arisen for a Service Desk Analyst (1st & 2nd Line Support) to join a national organisation that provides free and confidential support to individuals affected by crime or traumatic incidents. As a Service Desk Analyst, you will be delivering first-class technical support across 1st and 2nd line queries within a fast-paced, ITIL-aligned service desk team. This is a permanent role offering hybrid working options (2 days in office), a salary of £26,150 and benefits. You will be responsible for: ? Delivering 1st and some 2nd line IT support to users across the UK ? Logging, tracking, and resolving incidents through IT service management tools ? Administering Active Directory and Azure EntraID (formerly Azure AD) ? Installing, configuring, and troubleshooting hardware such as laptops, desktops, printers, and scanners ? Supporting network connectivity and infrastructure including LAN, WAN, VPNs, and firewalls ? Maintaining security tools and protocols (antivirus, firewalls, browser security, etc.) ? Assisting with VoIP systems, particularly Zoom Workplace ? Providing guidance and troubleshooting on bespoke applications and internal CRM tools ? Confident multitasker with the ability to manage around 35 - 40 support tickets daily What we are looking for: ? Previously worked as a Service Desk Analyst, IT Support Analyst, 1st Line Technician, 2nd Line Technician, IT Support Technician, Service Desk Technician, IT Technician, IT Engineer, Technical Support Analyst, Technical Support Engineer or in a similar role. ? Previous experience in a 1st / 2nd line support role ? Proficiency with Microsoft technologies including Active Directory, Windows 10/11, Office 2016/O365 ? Familiarity with network infrastructure and basic support across LAN/WAN/VPN setups ? Experience using ITSM ticketing tools in an enterprise or high-volume environment ? Working within ITIL principles and contributing to continual service improvement ? Knowl