IT Service Desk Analyst

- Be part of a distributed Service Desk team, resolving reported incidents and fulfilling service requests on behalf of users based at multiple sites across the UK. - Triaging, supporting, and troubleshooting a variety of IT services and systems, including typical Windows-based software and line-of-business applications across Warehouse Management, Transport Management, and Back Office. - Support and deploy a range of IT hardware assets including PCs, laptops, mobile devices, warehouse devices, printers, and all associated peripherals. - Assist in business changes such as new site openings, closures, and office moves. - Communicate effectively with users of all levels of seniority and IT proficiency via telephone, email, and our ITSM tool. - Ensure all tickets are logged, triaged, prioritized based on impact, and dealt with in line with agreed SLAs. - Apply a customer-focused approach by taking ownership of tickets, keeping users informed of progress, understanding business impact, seeking feedback, and continuously striving for improvement. - Participate in skills sharing and demonstrate a willingness to learn new systems and processes to provide the best support for the business. - Help identify trends and work with the Technology leadership team to eliminate preventable calls to the Service Desk. - Monitor systems and networks using group monitoring tools, raising tickets and escalating issues appropriately. - Collaborate with and support other Technology functions to ensure effective transitions of new systems, updates, and project deployments into the Service Desk for future support. - Participate in the Technology on-call rota to provide out-of-hours support to business functions as needed. - Occasionally travel to other Gregory Group locations across the UK for incident resolution, investigation, or project support.