IT Service Desk Analyst - Southampton

In this role, you'll be responsible for: - Acting as the first point of contact for IT support, handling queries via phone, email, and in-person with professionalism and friendliness. - Logging, prioritizing, and resolving incidents and service requests in our ticketing system, ensuring accurate and complete documentation. - Providing first line (and where appropriate second line) technical support for hardware, software, mobile devices, and business applications such as Windows 11 and Office 365. - Supporting the build, configuration, and deployment of laptops and other end-user devices, following our agreed processes and security standards. - Monitoring and managing ticket queues to ensure SLAs, KPIs, and response times are met, escalating issues when necessary. - Collaborating with colleagues across IT, including second and third line teams, to investigate and resolve more complex technical problems. - Contributing to continuous improvement by identifying recurring issues, providing feedback on processes, and suggesting ways to enhance the colleague experience. - Following agreed procedures and controls to maintain system security, user access, and data integrity.