Vacancies

IT Service Desk Analyst

Job Description

IT Service Desk Analyst

Salary: Salary: £24,613 – £29,184 per annum
Location: Hereford / Flexible Hybrid Working (up to 90% Remote post-onboarding)
Hours: 37.0 hours per week (Full-Time, Permanent)
Shift Pattern: Monday – Friday, rota-based coverage between 8:00 AM and 5:30 PM
Contract: Full-Time, Permanent

The Opportunity

Pineapple Recruitment is proud to partner with a leading public and healthcare sector shared-services provider delivering essential ICT infrastructure across local council services, NHS trusts, GP practices, and educational institutions.

We are seeking a customer-focussed, technically adept IT Service Desk Analyst to join an established 1st-line support function. Operating as part of a high-volume team logging and resolving around 60,000 incidents annually, you will provide critical remote technical support, system access administration, and software troubleshooting for enterprise users across Herefordshire.

Hybrid Working Setup

The role offers exceptional working flexibility. During your initial onboarding period, you will be based primarily on-site at the Hereford office to get fully up to speed with processes and systems. Once fully confident, you will transition to a highly flexible hybrid model, with most team members choosing to work from home up to 90% of the time (attending the office only when required for specific business needs).

Key Responsibilities

1st-Line Incident Resolution: Serve as the first point of contact for end-user support requests via telephone and logging software, diagnosing and resolving issues relating to desktop devices, operating systems, and business applications.
Access Control & Administration: Create, configure, and maintain user accounts, network access, email profiles, security permissions, and shared resource allocations in Active Directory and Exchange.
Remote Support & Deployment: Utilise remote administration tools to deploy software (in accordance with licensing laws), apply patches, and troubleshoot hardware/software faults across Windows environments.
Service Level Management: Accurate logging, detail gathering, and prioritisation of incident calls to ensure SLA compliance, escalating high-priority or complex issues to 2nd-line teams when necessary.
Customer Care & Guidance: Maintain regular progress updates with non-technical users, translate complex procedures into clear instructions, and promote corporate ICT security and data protection policies.
Asset & Knowledge Base Upkeep: Maintain accurate records within the equipment and warranty databases, while actively contributing to technical knowledgebase articles.

Skills & Experience Required

Technical Support Background: Proven enterprise-level experience providing 1st-line IT support, applying fault diagnosis and resolution techniques across desktop hardware and software.
Software & OS Proficiency: Strong working knowledge of Microsoft operating systems (Windows 10/11), Microsoft 365 suite, Active Directory, and Exchange.
Customer Focus: Excellent oral and written communication skills with a customer-centric approach and an ability to convey technical information clearly to non-technical staff.
Qualifications: Minimum 5 GCSEs (including Maths and English). A-Level/NVQ Level 3 in IT or certifications such as CompTIA A+ or MCDST are highly desirable.
Vetting: Due to the nature of the supported public and healthcare systems, a Standard DBS check will be required.

What’s On Offer

Generous Leave: 26 days annual leave + Bank Holidays (rising to 31 days over tenure), plus an optional holiday buy & sell scheme.
Enhanced Pension: Excellent employer contributions up to 8% (with a 4% employee contribution).
Inflation-Aligned Pay: Annual salary reviews aligned with inflation
Health & Wellbeing: Access to the Employee Health & Wellbeing platform, including high-street discounts, life assurance, and a Cycle to Work scheme.
Culture & Events: Social events throughout the year, including official Summer and Christmas gatherings.