Your new company Your CompanyHays are working with a forward thinking, ambitious professional services organisation that places innovation, collaboration and people at the heart of everything they do. With a strong growth strategy and a modern approach to technology, the business supports hundreds of users across multiple UK locations and continues to invest heavily in its IT function.This is an organisation that values being inclusive, collaborative and refreshingly human, while also maintaining high standards of service delivery and operational excellence.Your RoleAs a Service Desk Analyst, you will play a key role in delivering high quality IT support to colleagues across the business. Acting as the first point of contact, you will take ownership of incidents and service requests from initial logging through to resolution, ensuring excellent communication throughout.Key responsibilities include:Providing 1st and 2nd line technical support to a large user base via the IT Service DeskLogging, managing and resolving incidents and requests within agreed SLAs, escalating where appropriateSupporting day to day technology including laptops, software, printers and mobile devicesWorking closely with 3rd line infrastructure and application teams to support and improve core servicesOperating within ITIL processes, including incident, problem, change, knowledge and asset managementMaintaining a strong focus on customer service while working effectively in a fast paced environmentThis