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Join Our Team as an IT Service Desk Analyst!Are you passionate about technology and customer service? Do you thrive in a dynamic environment where you can make a real impact? If so, we have the perfect opportunity for you!Overview / Job SummaryAs a key member of our Service Delivery Team, the IT Service Desk Analyst is the first point of contact for all IT-related queries and incidents. This role is crucial in delivering high-quality first-line support to end-users across various channels, including phone, email, and ticketing systems. We are looking for someone with strong customer service skills, a proactive approach to problem-solving, and a solid technical understanding.Key Responsibilities<ul>
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First-Line Support: Provide first-line support and resolution for all IT-related queries and incidents via phone, email, and ticketing systems.</li>
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Incident Management: Accurately log, categorize, and prioritize incidents and service requests.</li>
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Troubleshooting: Resolve hardware, software, and network issues for end-users, escalating when necessary.</li>
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Remote &amp; Desk-Side Support: Offer support for desktops, laptops, mobile devices, and peripherals.</li>
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Enterprise Applications: Support enterprise applications such as Microsoft 365, VPN, collaboration tools (e.g., Teams), and cloud-based platforms.</li>
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User Account Management: Assist with password resets, access permissions, and onboarding/offboarding procedures.</li>
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Documentation: Maintain and update IT documentation, including knowledge base articles and user guides.</li>
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Follow-Up: Conduct follow-up calls or emails to ensure resolution satisfaction and gather user feedback.</li>
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System Upgrades: Assist in the rollout of new hardware, software, and system upgrades.</li>
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Continuous Improvement: Identify recurring issues and suggest process enhancements.</li>
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Collaboration: Work with the wider Technology &amp; Change teams to ensure seamless service delivery and knowledge sharing.</li>
</ul>Why Join Hightown?<ul>
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Collaborative Environment: Work in a supportive and innovative team.</li>
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Generous Leave: 33 days of annual leave including Bank Holidays, rising to 35 days with service.</li>
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Competitive Salary: £27,663 per annum for a 35-hour week.</li>
<li>Monthly Attendance Bonus</li>
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Workplace Pension Scheme: Life assurance cover of three times your annual salary.</li>
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Discounts and Savings: High street retailers, gyms, restaurants, and cinemas.</li>
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Training Opportunities: Ongoing career development.</li>
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Employee Support: Health &amp; wellbeing services.</li>
<li>Free On-site Gym Access</li>
</ul>Ready to take the next step in your career? Apply now and become a vital part of our Service Delivery Team!

1 IT Support Job in Letchworth Garden City, UK