IT Service Desk Analyst

City, Manchester
Michael Page

The IT Service Desk Analyst will provide first-line technical support for a professional services organisation, ensuring smooth operations and excellent service delivery. This role is based in Manchester and requires a proactive approach to problem-solving within the technology department.

Client Details

This professional services organisation is a medium-sized business with a focus on delivering exceptional client solutions. The company operates in Manchester and values efficient processes and high-quality technical support.

Description

• Provide first line technical support to staff, resolving IT issues effectively and efficiently.
• Monitor and manage service desk tickets, ensuring timely responses and resolutions.
• Assist with setting up and maintaining user accounts, hardware, and software.
• Collaborate with the wider technology team to escalate and resolve complex issues.
• Contribute to documenting procedures and creating knowledge base articles for common issues.
• Participate in system updates, patches, and maintenance activities as required.
• Support office-based and remote employees with their IT needs.
• Ensure compliance with company IT policies and security protocols.
• Understanding of ITIL best practice
• Excellent telephone manner and professional demeanor
• Experience of using call logging software and managing tickets within that software
• Knowledge of Microsoft based operating systems with emphasis on Windows 11
• Experience with using and troubleshooting Microsoft Office 365 apps
• Understanding of Citrix virtual desktops
• Some knowledge of Active Directory (user account management)
• Experience managing and supporting mobiles devices
• Understanding of PC hardware set-up and configuration.
• Strong troubleshooting skills with the ability to work as a member of team or individually.
• Strong documentation and communication skills are essential.
• Excellent time keeping
• Full Clean UK Driving license is desirable but not essential.
• Comp TIA A+ certification (or similar qualification) desirable but not essential
• Willingness and capacity to upskill quickly and efficiently.

Profile

A successful IT Service Desk Analyst should have:

• Previous experience in a first line IT support role or similar within the professional services industry.
• Knowledge of common IT systems, software, and hardware troubleshooting.
• Familiarity with service desk ticketing systems and processes.
• Strong communication and customer service skills, with a focus on providing excellent support.
• A proactive attitude towards learning and adapting to new technologies.
• Relevant IT certifications or training would be advantageous.

Job Offer

• A competitive salary in the range of 28000 to 30000, dependent on experience.
• Hybrid working office based in Manchester city centre
• Generous holiday allowance and additional benefits package.
• Opportunities for professional development and training in the technology sector.
• A permanent, full-time role in a professional services organisation based in Manchester.
• A supportive and collaborative company culture that values employee contributions.

If you are ready to take the next step in your IT career, apply today for the IT Service Desk Analyst role in Manchester!