IT Service Desk Analyst
Key Responsibilities:
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Act as the first point of contact for all IT support requests via phone, email, self‑service, and face‑to‑face.
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Log, categorise, prioritise, and maintain all Incidents, Service Requests, and Procurement tickets accurately.
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Resolve support queries at first contact wherever possible.
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Escalate tickets to the correct teams when needed, providing clear and complete handover information.
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Work collaboratively within a shift‑based team to ensure full coverage of business hours.
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Provide first‑line support for our ERP and core business applications, including Sales, Purchase, Stock, and Reporting.
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Triage application issues to determine whether they can be resolved immediately or need further investigation.
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Investigate and deep‑dive into more complex problems before escalation, helping to reduce unnecessary handoffs.
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Identify recurring issues and highlight opportunities for process improvement.
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Work with the wider Application Support and Development teams to help resolve complex incidents.
Essential Experience:
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Exceptional communication skills — clear, professional, and empathetic across all channels
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A natural problem-solver who takes ownership and drives issues to resolution
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Technically literate with a genuine curiosity about how systems and applications work
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Comfortable working with Microsoft Office applications and familiar with common IT tools and environments
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Experience making decisions and prioritising issues based on the information available
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Able to follow and apply processes consistently under pressure
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Strong team player who can collaborate effectively and communicate handovers clearly
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Demonstrates initiative and a genuine desire to learn and develop
Desirable Experience:
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Experience in a service desk, help desk, or IT support environment
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Awareness of ERP or business application systems (e.g. sales, stock, purchasing workflows)
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Familiarity with ITIL principles or incident/change management processes
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Experience with Jira Service Desk or similar ticketing platforms
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Relevant IT qualifications (e.g. CompTIA, Microsoft, ITIL Foundation)