IT Service Desk Analyst

Opus are working exclusivley in the search for an IT Service Desk Analyst to join one of the largest organisations in the Ipswich/Suffolk area. Do you want to work for a business that has won multiple awards including employer of the year? Are you keen to join an amazing team with great teamwork ethos? Apply today!

As an IT Service Desk Technician, working with the internal IT team and 3rd Party IT Service providers you will play a crucial role in providing technical assistance, troubleshooting, and resolving IT issues for colleagues across multiple sites. Your expertise will contribute to maintaining the efficiency and reliability of our IT service.

Whats in it for you? Not only will you get to work with a really supportive manager and welcoming team, you will be able to work a hybrid working arrangement, have access to modern facilities, staff awards scheme, 25 days holiday + bank holiday, Buy & Sell holiday scheme, pension scheme, private medical and much more!

Responsibilities:Working in close collaboration with 3rd Party IT Service Providers to deliver:

• Provide first-line / second-line technical support to end-users via phone, email, or in person. Resolve hardware and software issues promptly and effectively. Escalate issues where appropriate.
• Diagnose and troubleshoot hardware, software, and network problems to identify the root cause of issues and implement solutions.
• Build, deploy, configure and issue hardware and software to support new users (Laptops, phones and tablets)
• Provide remote support for off-site users and remote offices when necessary
• Perform hardware maintenance, including system upgrades, component replacements, and equipment installations.
• Assist users with software installations, updates, and configurations. Troubleshoot and resolve software-related issues.
• Assist in the setup, configuration, and maintenance of network infrastructure, including routers, switches, and firewalls.
• Conduct user training sessions to improve end-users' understanding of IT systems and best practices.
• Maintain accurate records of technical issues, resolutions, and system configurations.
• Create and update documentation for IT procedures and user guides.
• Assist in implementing and maintaining security protocols and policies to safeguard IT systems and data.
• Liaise with third-party vendors for support and procurement of IT equipment and software. Co-ordinate activities with one or more 3rd parties.

Requirements - IT Service Desk Technician -

Essential:Proven experience in IT support, troubleshooting, and problem-solving in a Microsoft environment.Proficiency in supporting Microsoft products, e.g. Microsoft 365, Active Directory.

Desirable:Experience working in an environment where some elements of IT Support is outsourced to a 3rd PartyIT certifications (e.g. Microsoft, ITIL) are a plus.Knowledge of ITIL best practices is a plus.