Junior Helpdesk Analyst

- Serve as the first point of contact for internal staff seeking technical assistance over the phone, email, or in person - Provide 1st and 2nd line support to users, taking ownership of problems through to resolution whilst maintaining detailed logs of steps taken to resolve - Diagnose and resolve hardware, Windows, Microsoft Office, printing, and software problems remotely and desk-side - Manage and prioritise IT Service desk queries and calls - Escalate unresolved issues to our outsourced IT providers when appropriate - Create, manage, and troubleshoot users within a hybrid Microsoft environment (Active Directory, Entra ID, Office 365) and other business systems - Manage and maintain accurate records of IT assets, including devices, users, computers, groups, and access to resources - Perform regular server environment and backup checks - Conduct periodic system performance checks, applying improvements where necessary - Manage spam filter and troubleshoot mail flow - Create and maintain documentation of underlying processes, services, and systems - Undertake tasks to ensure the smooth operation of the various IT systems, assist on project work, and eventually take ownership of certain functions within the IT infrastructure - Identify and suggest possible improvements to procedures