Service Desk Analyst

Are you ready to embark on an exhilarating journey into the heart of IT and Cyber Security support? At Air IT, we're not just excited about the future – we're shaping it with our incredible mission, vision, and strategy. We're on a mission to empower our teams, bring out the best in our people, and deliver unrivalled support, solutions, and services to local SMEs across the nation. And now, we need YOU to help us achieve greatness!

The Role:

As a 1st Line Service Desk Engineer, you'll be the first beacon of support for our clients' IT-related queries. Your role will be crucial in providing efficient and effective customer service, diagnosing and resolving issues, and ensuring our clients receive top-notch support every step of the way.

Specifically, you'll:

• Provide stellar customer service to end-users and stakeholders
• Act as the primary point of contact for technical service requests
• Keep meticulous records throughout the ticket lifecycle
• Deliver high-quality first-time fixes with your troubleshooting prowess
• Escalate complex issues as needed and manage workload to meet SLAs

About You:

• To thrive in this role, you'll need:
• Previous experience in IT support
• Exceptional customer service and problem-solving skills
• Proficiency in the latest Microsoft technologies
• Strong troubleshooting abilities with Microsoft Office and Windows desktops
• Knowledge of Active Directory, Group Policy, and DNS, with a passion for learning and development

The Benefits:

Joining our team comes with its perks:

• Hybrid working options for a better work-life balance
• 25 days annual leave plus bank holidays
• Ongoing learning and development opportunities
• Cycle to work scheme and technology vouchers
• Enhanced family leave
• Celebration day - an additional day off each year to celebrate an occasion important to you
• Salary sacrifice pension
• 2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact
• Company social events and competitions
• Discount and Cashback Scheme
• Group Income Protection
• Life Insurance
• EAP and Virtual GP Service

At Air IT, we're not just an employer – we're a family. We value diversity and are committed to providing equal employment opportunities for all. Join us in creating an inclusive environment where our work can truly shine!