Service Desk Analyst

Job DescriptionService Desk Analyst | 35K | Hybrid (Bridgend, Wales) | PermanentAre you an experienced Service Desk Analyst ready to take your support skills to the next level?Were looking for a confident and customer-focused IT professional to deliver high-quality 1st line support across a diverse international user base of over 2,500. Youll be joining a collaborative, hybrid-working team supporting operations across the UK and Europe - including London, Paris, Luxembourg, Dsseldorf, and Barcelona.This is a hands-on support role ideal for someone with solid Service Desk experience, strong troubleshooting skills, and a passion for customer service excellence.What Youll DoDeliver 1st line technical support via phone and self-service portalTroubleshoot issues across Windows, Citrix, Active Directory, Microsoft 365, Teams, and core business appsManage and own tickets in ServiceNow, ensuring accurate updates and prompt resolutionWork closely with Desktop Support and 2nd/3rd line teams to improve fix ratesContribute to Knowledge Base content and participate in key IT projectsEnsure all work aligns with ITIL best practices and SLAsWhat Youll Bring1+ years in a Service Desk or IT Support roleProven experience with AD, Citrix Workspace, O365, Teams, and remote support toolsFamiliarity with Windows 10, SCCM, and basic networking (TCP/IP, DNS, DHCP)Strong communication and customer service skillsITIL Foundation (or willingness to certify within 12 months)A proactive, solution-oriented mindset with a team-first attitudeApply now or contact me directly at [email protected].

Created: 2025-06-18