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We are looking for a Service Desk Analyst able to provide first/second line support to our global users.

The role is based on-site at our Worthing HQ

What You'll Be Doing

As a member of the Service Desk Team, serve as the initial point of contact for all IT-related inquiries, issues, and requests.
Triage and categorise all service requests, incidents, and changes accurately in the Service Desk management system.
Provide first and second-line technical support, troubleshooting hardware and software issues for end-users globally.
Escalate unresolved issues to the appropriate internal teams or third-party vendors as necessary.
Monitor and manage service desk tickets to ensure timely resolution and adherence to service level agreements (SLAs).
User account management, including account creation, password resets and access permissions.
Maintain accurate and up-to-date documentation of all support activities and procedures.
Provide excellent customer service by ensuring a positive end-user experience and clear communication throughout the support process.

What Experience Do You Need

At least 1 year in a Service Desk role gained in a corporate environment.
Experience with Service Desk support, administration and tooling.
Familiarity with IT cyber security practices and standards security standards
Windows10/11 Desktop Administration.
Windows Imaging Administration and Management (Intune and AutoPilot).
Active Directory/Azure AD Administration for account management.
Windows network printing technologies, administration, and troubleshooting.
Basic hardware repair (laptop/desktops).
Foundation level TCP/IP and networking knowledge.
Relevant qualification in aspects or IT support and administration.
Experience gained in a pharmaceutical / medical device / life science organisation.

What We Can Offer You

IT Level 1 Technician