IT Service Desk Analyst - Tier 1 Support

About the Role

Join WGM Engineering Ltd, a key part of the RSK Group, and play a vital role in supporting our mission to deliver sustainable engineering excellence. As an IT Service Desk Analyst (Tier 1), you will be the face of the IT department, ensuring our technical infrastructure empowers our engineers to succeed on major UK infrastructure projects.

Main Responsibilities

• Act as the primary point of contact for all IT-related inquiries, providing exceptional first-line support.
• Efficiently register, triage, and prioritize incoming support tickets to ensure timely resolution.
• Resolve technical incidents at the first point of contact or escalate complex issues to specialized teams.
• Manage the end-to-end user lifecycle, including seamless onboarding and offboarding processes.
• Install, configure, and maintain software, hardware, and peripheral devices for all users.
• Oversee IT asset management, including software licensing, hardware inventory, and stock monitoring.
• Perform essential IT administrative tasks to maintain operational efficiency.

Candidate Profile

• Proven experience in a customer-facing IT support role.
• Strong ability to translate complex technical jargon into simple, understandable terms for non-technical users.
• Excellent communication and interpersonal skills.
• Highly organized with the ability to manage multiple priorities in a fast-paced environment.

Required Skills

• Proficiency in Ticketing Systems and IT Service Management (ITSM) processes.
• Advanced knowledge of Microsoft 365 applications and ecosystem.
• Solid understanding of hardware troubleshooting and software configuration.
• Knowledge of IT asset and license management.

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, or Security+.
• ITIL Foundation certification.
• Microsoft Certified Professional (MCP) status.