Job Description:

About The Role
Role: IMD IT Service Desk Analyst 1st Line  
Location: Manchester, Swindon (M27 8UJ)
Contract Type: Permanent 
Hours: 37.5 - Monday - Friday - 8.30am - 4.30pm
Salary: £25,000 - 27,000
 
Are you proactive, enjoy solving problems, and want to work in a fast-paced IT environment, we’d love to hear from you! 
We are looking for an IT Service Desk Analyst to join our team! If you enjoy helping people and solving IT problems, this could be the perfect role for you. 
As an IT Service Desk Analyst, you will be the main contact for all IT-related questions and issues from both internal and external customers. You will provide advice and technical support, troubleshoot problems and log all customer interactions. You’ll also escalate issues when necessary to make sure everything runs smoothly. 
Key Responsibilities: 

• Act as the first point of contact for all IT-related queries and issues. 
• Log and manage IT tickets, keeping customers informed. 
• Provide IT support for Microsoft-based environments, Office 365, and mobile devices. 
• Help set up and troubleshoot workstations and network issues. 
• Manage user accounts and mailboxes in Office 365 and Active Directory. 
• Support remote users and resolve issues using tools like GoToAssist and Microsoft Teams. 
• Maintain the asset database and manage SharePoint for staff and customers. 
• Escalate unresolved issues to the appropriate team 

Essential Criteria
We welcome applications from people of all backgrounds and abilities. Reasonable adjustments can be provided throughout the recruitment process and in the workplace. If you require this advert or application process in a different format, or need any adjustments, please let us know, we’re here to support you
Candidates should be able to:

• Able to securely handle materials and data in line with safety and confidentiality standards, ensuring no breaches or violations.
• Support other Operation departments by completing data entry, scanning, storing and indexing tasks accurately.
• Have basic computer and communication skills to follow instructions, read labels and safety information, and to complete data entry tasks.
• Carry out the core duties of the role safely and effectively, with reasonable adjustments where required
• Manage workload and complete tasks within agreed timescales

  Desirable Criteria:

• Previous Incident Management experience including the management of raised tickets, managing customer expectations, and keeping the customer informed. 
• Experience of using IT Service Management tools such as ServiceNow, Remedy, ServiceDesk Plus etc. 
• Experience of using Office 365 within a support environment. 
• Strong knowledge of Active Directory and Exchange. 
• Experience with troubleshooting network issues like Wi-Fi disruptions. 
• Able to follow procedures and create clear, helpful documentation. 
• Excellent customer service and communication skills.

What We Can Offer You:

• Life assurance
• Annual leave entitlement (starting with 20 – 25 days + bank holidays)
• Contributory pension scheme
• Share save scheme
• Paid volunteer day
• Long service recognition
• Eyecare voucher
• Retail discounts
• Family leave
• Employee assistance programme

About The Company
Restore Commitment to Disability Confidence


We assess candidates based on their experience and suitability for the role, as outlined in their CV and application. You can let us know about any adjustments you may need via the application form.
As a Disability Confident employer, we guarantee an interview to applicants with a disability or health condition who meet the essential criteria, where it is fair and appropriate to do so.