IT ServiceDesk Analyst

We are looking for an IT Service Desk Analyst who is able to provide first/second line support to our global users, based on-site at our state-of-the-art Global HQ in Worthing.

What You'll Be Doing:

• As a member of the Service Desk Team, serve as the initial point of contact for all IT-related inquiries, issues, and requests.
• Triage and categorise all service requests, incidents, and changes accurately in the Service Desk management system.
• Provide first and second-line technical support, troubleshooting hardware and software issues for end-users globally.
• Escalate unresolved issues to the appropriate internal teams or third-party vendors as necessary.
• Monitor and manage service desk tickets to ensure timely resolution and adherence to service level agreements (SLAs).
• User account management, including account creation, password resets and access permissions.
• Maintain accurate and up-to-date documentation of all support activities and procedures.
• Provide excellent customer service by ensuring a positive end-user experience and clear communication throughout the support process.

Do you have experience in TCP/IP?, * At least 1 year in a Service Desk role gained in a corporate environment.

• Experience with Service Desk support, administration and tooling.
• Familiarity with IT cyber security practices and standards security standards
• Windows10/11 Desktop Administration.
• Windows Imaging Administration and Management (Intune and AutoPilot).
• Active Directory/Azure AD Administration for account management.
• Windows network printing technologies, administration, and troubleshooting.
• Basic hardware repair (laptop/desktops).
• Foundation level TCP/IP and networking knowledge.
• Relevant qualification in aspects or IT support and administration.
• Experience gained in a pharmaceutical / medical device / life science organisation.

Pulled from the full job description

• Referral programme
• Company pension
• Private medical insurance
• On-site parking, * Private Healthcare (access to remote GP & Counselling) for peace of mind
• On-site Parking for convenience and cost efficiency
• Annual Wellbeing Reimbursement to care for your mind and body
• Pension Plan to secure your future
• Cycle-to-work Scheme to stay active and eco-friendly
• Enhanced Parental Pay to support new families
• Referral Bonus to benefit from recommending talent