IT Service Desk Analyst Location: Hereford / Remote Salary: Competitive Job Type: Permanent, Full-Time Working Pattern: Monday Friday, rota between 8:00am 5:30pm About the Role Our client is an established technology services organisation supporting a range of public sector, healthcare and business customers across the region. They are looking for an IT Service Desk Analyst to join their busy support team, providing professional 1st line technical support and excellent customer service to a diverse user base. You''ll be responsible for taking ownership of support requests, resolving issues wherever possible at first point of contact and ensuring anything requiring further technical assistance is escalated appropriately. What You''ll Do: Provide professional 1st line IT support via telephone and remote support tools Log, prioritise and manage incidents and service requests accurately Troubleshoot desktop hardware, software and application issues Support user access, accounts, email configuration and network resources Provide remote technical assistance and initial fault diagnosis Escalate unresolved or high-priority incidents to the appropriate 2nd line teams Keep customers updated throughout the resolution process Maintain accurate asset, equipment and support records Install, configure and support desktop software and hardware Assist users with system functionality and provide basic technical guidance Maintain and contribute to the Service Desk knowledge base Work with ..... full job details .....