IT Helpdesk / Service Desk Analyst

About the Role Act as a single point of contact for staff IT issues and queries, handling incoming calls, emails and chats, and delivering 1st line technical support. You will log incidents, identify trends, and work with the team to ensure timely resolution while maintaining a high standard of customer service. What You'll Do

• Act as a single point of contact for IT issues and queries via phone, email, and chat for internal and external staff.
• Receive, log, and manage calls; escalate unresolved issues to the next level.
• Provide 1st line troubleshooting for software/hardware problems (BlackBerrys, iPad, laptops, PCs, printers) and basic network and VPN issues.
• Take ownership of user problems, follow up on status, and communicate progress in a timely manner.
• Log all calls in the Service Desk system; generate supporting stats for weekly reporting on call trends.
• Maintain a high degree of customer service and adhere to service management principles.
• Leverage basic MS Office skills (Word, Excel, Outlook, PowerPoint) where needed.
• Generate and maintain supporting documentation to assist staff and inform training.
• Basic Active Directory knowledge: create user accounts, reset passwords, create groups, and distribution lists. What We're Looking For
• Experience in a 1st line IT support or service desk role.
• Ability to receive and manage calls from staff via telephone, email or chat.
• Troubleshooting experience with hardware/software including BlackBerry, iPad, laptops, PCs and printers.
• Basic network and VPN troubleshooting skills.
• Escalation skills to route unresolved issues to the next level.
• Strong customer service orientation and communication skills.
• Basic MS Office skills (Word, Excel, Outlook, PowerPoint).
• Basic Active Directory knowledge (creating user accounts, resetting passwords, creating groups, distribution lists).
• Ability to generate stats and documentation for reporting and staff training.