Location: Bolton, On-site (4 days per week)

Start Date: Immediate

Salary:£30,000

About the Role:We’re looking for a proactive and customer-focused IT Service Desk Analyst to join our internal IT Service Desk team. This is a hands-on, first-line support role where you’ll be the first point of contact for end-users across the business—resolving issues, managing requests, and ensuring a smooth and professional IT experience.

This role is ideal for someone with strong technical troubleshooting skills, excellent communication abilities, and a natural talent for simplifying the complex for non-technical users. If you enjoy problem-solving, thrive in a collaborative environment, and are driven to deliver exceptional service—this could be your next challenge.

Technical Support & Troubleshooting

• Deliver first-line IT support via phone, email, and in person

• Diagnose and resolve hardware, software, and basic network issues

• Clearly guide users through troubleshooting steps without jargon

Incident & Request Management

• Log, track, and prioritise tickets in our service desk system

• Escalate more complex issues when needed

• Fulfil service requests, including user onboarding and leaver processes

Laptop Build & Provisioning

• Follow our documented laptop build process using Intune and Autopilot

• Ensure timely and efficient setup for new starters

Customer Experience

• Provide an outstanding customer service experience

• Keep users informed and follow through on resolution

• Offer basic training and support on commonly used applications

Documentation & Knowledge Sharing

• Maintain clear and accurate documentation of solutions and procedures

• Contribute to a growing knowledge base for faster problem resolution

Team Collaboration

• Work closely with IT colleagues and service providers

• Support knowledge sharing within the team and assist colleagues when needed

Continuous Improvement

• Identify and report recurring issues

• Suggest improvements to reduce future incidents

Experience & Qualifications:

• 2+ years’ experience in a Service Desk or 1st Line Support role

• A degree in IT, Computer Science, or equivalent practical experience

• ITIL Foundation (desirable but not essential)

Technical Skills:

• Proficient in supporting Windows OS and Microsoft 365

• Familiar with Active Directory and basic networking

• Comfortable using remote desktop and ITSM tools

• Experience with Intune, Autopilot, and modern device provisioning

Soft Skills:

• Clear, confident communicator with a user-first attitude

• Ability to simplify technical issues for non-technical users

• Calm under pressure with strong problem-solving skills

• Eager to learn and grow within a team environment