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Service Desk Analyst
2 weeks ago
About the Role
Expansion International is recruiting an IT Service Desk Analyst for our UK-based client. You will be the first point of contact for IT-related queries, providing timely and effective support for hardware, software, and network issues. The role involves troubleshooting, resolving, and escalating incidents while maintaining outstanding customer service.
Key Responsibilities
- Respond promptly to IT support requests via phone, email, or ticketing system, ensuring resolution within agreed SLAs.
- Diagnose and resolve issues related to Windows OS, Office 365, and cloud platforms.
- Escalate complex incidents to senior technical teams in line with escalation protocols.
- Install, configure, and maintain desktop and laptop devices for optimal performance.
- Support onboarding/offboarding processes, including user account setup and equipment allocation/retrieval.
- Maintain accurate documentation in the Service Desk Knowledgebase to support knowledge sharing.
Skills & Experience
- 3+ years' experience in a Helpdesk or Service Desk environment.
- Strong knowledge of Windows OS and Office 365.
- Experience working in cloud environments.
- Excellent communication skills with a proactive, problem-solving mindset.
Desirable
- Microsoft certifications (MCP, MCSA).
- Cloud certifications (Azure, AWS).
- Networking/firewall experience (Fortinet, SonicWall, Cisco, Ruckus).
Why Join
Work remotely for a dynamic UK-based organisation, in a role where your technical expertise will directly support business efficiency and user satisfaction.
