Service Desk Analyst

About the role

Genuit Group, a growing FTSE 250 business focused on a more sustainable built environment, is looking for a Service Desk Analyst to join its Service Desk team. As the first point of contact for technical support, you will provide first-line support and help colleagues stay productive by resolving IT issues and service requests, covering hardware, software and application problems.

Key responsibilities

• Act as the first point of contact for IT incidents, queries and service requests
• Log, categorise and manage tickets accurately within service management systems
• Diagnose and resolve technical issues, escalating where appropriate
• Provide support and guidance on applications, hardware, systems and security best practices
• Fulfil service requests within agreed service levels and timelines
• Assist with problem management, identifying trends and contributing to long-term solutions
• Configure, deploy and maintain desktop, laptop, mobile and printer devices
• Support software installation, licensing, updates and troubleshooting
• Contribute to knowledge articles, documentation and continuous service improvement

Required profile

• Experience in an IT Service Desk or technical support environment
• Strong troubleshooting and problem-solving skills
• Strong communication and customer service skills
• Ability to work independently and manage competing priorities

Required skills

• Microsoft Windows desktop operating systems
• Microsoft 365, SharePoint and Exchange/mailbox administration
• Active Directory, including user administration and permissions
• Hardware support, software deployment and device configuration
• ITSM, ticketing and knowledge management systems

What we offer

• 25 days holiday
• Holiday purchase scheme
• Life assurance equal to three times annual salary
• Pension contributions matched up to 8%
• Share save scheme