Service Desk Analyst (1st Line Helpdesk Support)

  • Location

    Headingley, West Yorkshire

  • Sector:

    Systems Administrator

  • Job type:


  • Salary:


  • Contact:

    Samantha Clinch

  • Contact email:


  • Job ref:


  • Published:

    2 months ago

  • Duration:

    4 Weeks Rolling

  • Expiry date:


  • Start date:


IT Service Desk Analyst - Leeds - 4 Weeks Rolling

Role Summary:

Based in our Leeds head office, the individual will report to the UK IT Manager. This is a standard 37½ hr working week providing support across business hours 8:00am to 5:30pm Mon - Fri. However, an element of flexibility will be required for occasional out of hours work.

The successful candidate would possess strong People Skills, Windows, Active Directory, Office 365, networking and Incident Management skills. The role-holder will also be expected to be a good "all-rounder" with experience of resolving issues on different types of device. Experience of supporting VMware Horizon environments will be advantageous. You will be keen to adhere to process and procedure. Effective triage/workload/time-management and great customer service skills are essential for this role.

Personal Qualities:

  • Ability to work in a team environment
  • Excellent interpersonal skills are essential to ensure effective and efficient service delivery
  • Ability to work under pressure
  • Ability to follow process


Providing customer support and help on all IT related queries

  • Logging of all IT request into the IT Service Desk Tool from Telephone Calls and Email
  • Processing first time fix calls for Active Directory
  • Updating user and asset information within the Service Desk Tool
  • Keeping users informed on status and progress of requests
  • Prioritise & categorising requests in accordance with working procedures
  • Maintaining call information within the service desk tool
  • Monitoring and escalating calls in accordance with Service Levels
  • Providing outage notification communications to the business community
  • Log calls with external suppliers

Key Competencies

  • Basic User Account Administration
  • Familiar with the use of IT Service Desk Tools.
  • Basic IT Support Skills including:
    • Office 365
    • MS Office
    • MS Windows
    • MS Outlook
  • Customer Service Skills
  • Quality Data Entry, Administration and Organisation
  • Good Telephone Manner & Communication Skills
  • Basic Telephone System Administration
    • Pickup Groups
    • Voicemail Password Resets
    • Extension Updates
  • Active Directory Administration
    • Provide Service Account Passwords
    • E-Learning Account Setup
    • Distribution List Administration
    • Password Reset Advice
    • User Profile Configuration
    • Printer Consumable Ordering
    • Perimeter Card Configuration
    • File Permission Amendments
    • Mailbox Access
    • ActiveSync Device Configuration
    • Email Signature Updates


  • A-Levels or equivalent IT Related qualifications desired
  • Accreditations in any Microsoft technology especially MCP would be useful
  • Awareness of ITIL Framework

IT Service Desk Analyst - Leeds - 4 Weeks Rolling