Overview We''re looking for a proactive and customer-focused IT Service Desk Analyst to join our Information Systems team. In this role, you''ll provide first-line technical support to internal users, ensuring a high level of service in line with established procedures and SLAs.Key ResponsibilitiesAct as the first point of contact for all IT-related incidents and service requests via phone, email, and walk-ins Log and manage tickets accurately within the Service Desk system, including detailed notes of actions taken Perform initial troubleshooting and investigation using remote tools, resolving issues where possible or escalating when required Support users face-to-face with technical queries and provide effective solutions where possible Contribute to the development of standard operating procedures (SOPs) and "quick win" fixes Monitor Service Desk inboxes and phone lines, ensuring timely responses to all queries Track escalated tickets to ensure compliance with Service Level Agreements Assist with general IT administration, including documentation and procurement activities Support additional tasks as directed by IT leadership About YouQualificationsDiploma or NVQ in IT or a communications-related subject (desirable, not essential) Awareness of ITIL or similar frameworks is advantageous ExperienceComfortable using computers and common business applications Previous experience in a customer-facing role Skills and KnowledgeStrong communication and telephone skills Excellent c