Help Desk Analyst

Help Desk Analyst

Our client, a leading organisation in the technology and services sector, is seeking a motivated and customer-focused Help Desk Analyst to join their IT support team. This role is ideal for someone who enjoys problem-solving, supporting users, and working in a fast-paced, technology-driven environment.

As a Help Desk Analyst, you will act as the first point of contact for IT-related issues, helping to ensure systems run smoothly and users receive timely, high-quality support. You will gain hands-on experience across a wide range of technologies while developing strong technical and customer service skills.

Key Responsibilities

·         Act as first-line support for technical issues via phone, email, or ticketing systems

·         Diagnose and resolve hardware, software, and basic network problems

·         Escalate complex or unresolved issues to second- and third-line support teams

·         Log, track, and document incidents, requests, and resolutions accurately

·         Assist with user account management, software installations, and system updates

·         Deliver excellent customer service while meeting response and resolution targets

Requirements

·         Strong interest in IT and technology support

·         Excellent communication and problem-solving skills

·         Ability to multitask and work calmly under pressure

·         High attention to detail and strong organisational skills

·         Familiarity with Windows, Microsoft 365, and ticketing systems (e.g. ServiceNow, Zendesk) is advantageous

·         Degree, diploma, IT certifications, or relevant experience beneficial but not essential

What’s on Offer

·         Comprehensive training and ongoing professional development

·         Support toward industry-recognised certifications (CompTIA, ITIL, Microsoft)

·         Supportive and collaborative team environment

·         Competitive salary and benefits package

·         Clear progression routes into 2nd/3rd line support, infrastructure, or IT management roles

·         Flexible or hybrid working options (role dependent)

This is an excellent opportunity to build a strong foundation in IT support while working with modern technologies in a growth-focused organisation. If you’re customer-focused, technically curious, and ready to progress your IT career, apply today.