Service Desk Analyst

About the role

The Service Desk Analyst provides first‑level IT support to all Routeco staff across sites, handling incidents and service requests through the Routeco Service Desk application.

Key responsibilities

• Provide front‑line support for hardware, software, telephony (fixed and mobile) and data connections.
• Record and progress all work via the Routeco Service Desk application.
• Document and maintain help‑desk procedures.
• Train and orient staff on the use of hardware and software.
• Maintain an accurate database of hardware and software ownership and user upgrade schedules.
• Identify repeat calls and remediate at the source where possible.
• Manage small projects as assigned by the Helpdesk and Infrastructure Manager.
• Support infrastructure and cyber‑security projects, user training, PC & laptop provisioning and other ad‑hoc tasks.

Required profile

• Logical approach with eagerness to excel in IT.
• Excellent problem‑solving skills and ability to work under pressure.
• Ability to spot process flaws and suggest improvements.
• Strong communication skills and customer‑focused attitude.

Required skills

• LAN and WAN networking.
• Microsoft Active Directory administration.
• Office 365 management.
• Mobile email solutions.
• VPN connectivity.
• Wireless LAN access support.
• Hardware support, including PC and laptop provisioning.
• Telephony support (fixed and mobile).