IT Service Desk Analyst

Job Title: IT Service Desk Analyst (1st/2nd Line)

Location: Birmingham (Hybrid, minimum 3 days per week)

Reports to: IT Infrastructure Manager

Travel Required: Between 2-5 days per month to our London Office (Travel costs will be reimbursed)

We provide roughly 9,000 fantastic student homes in around 90 buildings across the UK to enable students (UK and International) to really make the most of their time at University. We want each of our students to love living with us and feel safe and secure in their home away from home.

Role Overview:

We are seeking two motivated and technically skilled IT Support Desk Analysts to join our dynamic IT team.

In this role, you will provide first-line support for a wide range of hardware and software issues, with a primary focus on Windows 10/11, Microsoft 365 applications, Azure/Entra services, and device management via Microsoft Intune. You will be responsible for incident management, problem resolution, and user assistance while ensuring a high level of customer service and support.

Key Responsibilities:

• Technical Support: Provide first-line support for hardware and software issues on Windows 10/11, Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive), and Azure/Entra services.
• Incident Management: Log, track, and resolve incidents and service requests in accordance with ITIL best practices, ensuring timely resolution and high user satisfaction.
• User Assistance: Assist users with the setup, configuration, and troubleshooting of Microsoft 365 applications and other IT resources.
• Device Management: Support and manage devices using Microsoft Intune, ensuring compliance with organizational policies and security standards.
• Problem Resolution: Identify and escalate recurring incidents to appropriate teams for further investigation and resolution.
• Documentation: Maintain accurate documentation of incidents, requests, and solutions in the service desk system.
• Training: Provide training and guidance to users on best practices and the effective use of IT resources.
• Customer Service: Deliver top-notch customer service and maintain a professional and helpful attitude in all user interactions.
• Collaboration: Work closely with other IT team members to ensure seamless support and knowledge sharing across the organization.
• Continuous Improvement: Contribute to the ongoing development and improvement of IT service desk processes, procedures, and knowledge base articles.
  
  

Preferred Skills and Experience:

• Experience: Minimum 2 years of experience in an IT support or service desk role, with a strong focus on Windows 10/11, Microsoft 365, Azure/Entra, and Intune.
• Technical Skills:
• Proficiency in troubleshooting and supporting Windows 10/11 environments.
• Solid understanding of Microsoft 365 suite and services (Outlook, Teams, OneDrive, Defender, SharePoint).
• Basic knowledge of Azure/Entra administration and services.
• Experience with Microsoft Intune or other cloud-based endpoint device management systems.
• Familiarity with ITIL processes and best practices.
• Proficient in installing and configuring hardware (laptops, PCs, etc.) and software.
• Experience using ticketing systems such as FreshService, ServiceNow, or alternatives.
• Problem-Solving: Strong analytical and troubleshooting skills, with the ability to think logically and identify solutions.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Customer Service: Strong customer service focus with a commitment to delivering a positive user experience.
• Team Player: Ability to work collaboratively with colleagues and other departments.
• Organizational Skills: Ability to manage multiple tasks and prioritize effectively. Capable of working independently and managing your workload.
  
  

Preferred Qualifications:

• Advanced certifications in Microsoft technologies (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate).
• Relevant certifications (e.g., CompTIA A+, ITIL Foundation, Microsoft certifications, The Service Desk Institute Analyst (SDI) certification).
• Experience with IT security principles and practices.

We provide roughly 9,000 fantastic student homes in around 90 buildings across the UK to enable students (UK and International) to really make the most of their time at University. We want each of our students to love living with us and feel safe and secure in their home away from home.