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Mid LevelFull-timeGoRustAPIAI
About the Role
We are seeking an experienced IT Service Desk Analyst to join our Service Desk team in Exeter. This full-time, permanent position involves providing first-line IT support to colleagues and partners, ensuring efficient use of IT equipment and business applications.
Key Responsibilities
- →Utilize ITIL-aligned processes to log, categorize, and prioritize incidents
- →Implement immediate corrective actions to resolve 70-80% of incoming support requests
- →Resolve incidents and service requests within defined SLAs
- →Provide comprehensive Identity Management support services
- →Escalate complex incidents to appropriate internal IT teams
- →Proactively identify potential service impacts and escalate to prevent disruptions
- →Develop and maintain self-help IT support materials
- →Maintain effective communication with colleagues across departments
- →Collaborate with team members on a rota basis for continuous coverage
- →Support the broader IT Service Delivery team in various capacities
Requirements
- ✓Experience in an IT Service Desk or similar role
- ✓Relevant certifications such as CompTIA A+, Network+, Security+, ITIL, or MCP are highly desirable
- ✓Strong technical knowledge of Windows, Microsoft Office, and networking concepts
- ✓Experience in managing and maintaining hardware like desktops, laptops, and printers
- ✓Proficiency in remote support techniques and tools
- ✓Solid understanding of IAM concepts and RBAC roles
- ✓Excellent communication skills with a friendly approach to problem solving
- ✓Self-motivated with ability to work independently and in a team
- ✓Strong organisational and time-management skills
- ✓Comprehensive experience with ITSM processes and tools
- ✓Excellent documentation skills for incidents, requests, and knowledge base articles
Benefits
- ★Generous holiday allowance plus bank holidays
- ★Localised incentives and weekly recognition
- ★Subsidised on-site Costa
- ★Coaching, training and development opportunities
- ★Buy or sell annual leave for extra flexibility
- ★Cycle to Work scheme
- ★Free car parking at majority of sites
- ★Up to 26 weeks’ additional maternity leave
- ★Parental leave sharing options
- ★Employee share schemes
- ★Free confidential Employee Assistance Programme
- ★Champion Health support platform
- ★Free eye tests and discounts at Specsavers
- ★Perkbox discounts on various retailers and services
- ★Group discounts through various programs
- ★Discretionary bonus
- ★Competitive contributory pension
