Support Desk Analyst

Support Desk Analyst
Meriden, West Midlands
Permanent
Up to £26,000 pa (depending on experience)
Full time, Monday to Friday - office based
 
Benefits of the Support Desk Analyst role: 33 days holiday including bank holidays, pension scheme and free on-site parking.
 
Please note this is an office-based Support Desk Analyst role in Meriden with no option to work from home.
 
Are you a Support Desk Analyst who enjoys helping people and fixing problems? If you like being the go-to person when something isn’t working and take pride in finding solutions, this could be a great move for you.
 
Pertemps, the UK’s largest independent recruitment agency, is looking for a reliable and approachable Support Desk Analyst to join their IT team. This is a great opportunity for a Support Desk Analyst who wants to build on their experience in a busy environment where no two days are the same.
 
What you’ll be doing as a Support Desk Analyst:

• Acting as the first point of contact for all IT support queries across the business
• Logging, categorising and prioritising tickets through the helpdesk system
• Troubleshooting hardware, software, access and basic network issues
• Providing first-line support for Microsoft Office, Windows and business systems
• Managing user accounts including password resets, access and permissions
• Supporting new starters and leavers with account setup, equipment and access
• Escalating more complex issues with clear and accurate information
• Monitoring and progressing tickets to meet agreed response times
• Supporting laptops, mobiles and other IT equipment
• Assisting with system updates, patches and general maintenance
• Maintaining accurate ticket notes and contributing to support documentation

 
What we’re looking for:

• Previous experience working as a Support Desk Analyst or in a similar first-line IT support role
• Experience working in a service desk environment, managing and updating tickets
• Good understanding of Windows, Microsoft Office and general IT systems
• Experience with user account management (password resets, permissions, access)
• Basic knowledge of networking or VPN connectivity issues
• Familiarity with ticketing systems and ideally ITIL-based processes
• Strong communication skills with the ability to explain technical issues clearly
• A calm, professional and helpful approach when dealing with users
• Good organisation skills with the ability to manage multiple tickets at once
• A methodical approach to troubleshooting and following processes
• Awareness of data protection and handling sensitive information appropriately

 
It would be a bonus if you have:

• ITIL Foundation or similar
• Experience supporting multiple sites or remote users
• Exposure to cloud systems or business applications

 
If you’re a Support Desk Analyst who enjoys being part of a supportive team and wants a role where you can build your skills and gain more exposure, this could be a great opportunity. Apply today!