IT Service Desk Analyst

IT Service Desk Analyst

Exemplar Health Care Support Centre, Sheffield

Position: IT Service Desk Analyst (1st line)
Location: 17 Europa View, Sheffield, S9 1XH
Contract type: Permanent, full time
Rate: £27,182 per annum

This is an exciting opportunity to join our IT Department and play a key role in delivering IT support across our rapidly growing organisation.

As a 1st Line Service Desk Analyst, you are the first point of contact for users needing technical support. Your role involves answering calls, emails and tickets, logging incidents accurately and providing initial troubleshooting for hardware, software and network issues. You will resolve common problems or escalate more complex issues to senior teams when needed. Excellent communication and customer service skills are essential.

About Exemplar Health Care

Exemplar Health Care is one of the country’s leading nursing care providers for adults living with complex needs. We have 50+ care homes across England that support adults living with complex mental health needs, dementia, neuro-disabilities and physical disabilities. As well as stable and secure employment opportunities, we offer great benefits and perks, and plenty of opportunities to learn, develop and progress

About the role

Act as the first point of contact for all IT support queries
Answer calls, emails and self-service tickets promptly
Log and categorise incidents and service requests accurately
Provide first-line troubleshooting for hardware, software and network issues
Guide users through solutions in a clear and friendly manner
Escalate complex or unresolved issues to second-line support
Maintain detailed and accurate records in the ticketing system
Set up and configure new user accounts, equipment and basic software
Support password resets and access requests

About you

proven 1st line Service Desk support (min 2 years)
Supporting Windows 11 and Microsoft 365
excellent customer service skills
knowledge of Windows Server Operating Systems (2016, 2019)
strong work ethic and self-motivation with the ability to work under pressure
knowledge of networking technologies TCP/IP, DNS, LAN, WAN, DHCP
Active Directory
iPhones

Desirable systems experience:

Intune
iOS / iPad
SolarWinds Service Desk
Sophos
Draytek
Barracuda
Datto
Mac OS experience
Manage Engine- Exchange Plus and AD Manager Plus

Qualifications

GCSE’S at Grade C or above in English & Mathematics or equivalent
Industry Standard computing qualifications such as Microsoft and CompTIA, CompTIA Network+, Security+, Server+ or other certification
ITIL Foundation Qualification (desirable).

What we offer

We offer great rewards and perks including:

excellent supervision, peer support, learning opportunities and career prospects
retail and lifestyle discounts
free DBS check
24/7 counselling and support
25 days annual leave allowance plus bank holidays
Blue Light Card eligibility.

How to apply

Sound good? We’d love to hear from you. Click the button to ‘APPLY NOW’.