Service Desk Analyst

Overview

First‑line IT support, troubleshooting and incident resolution for staff

Key Responsibilities

• incident escalation
• security risk
• remote fixes
• ticket logging
• project support
• process improvement

Tasks

-Escalating major incident and high impact user calls to the correct team in a timely manner, ensuring that escalation procedures are adhered to and within the SLA. -Responsible for ensuring that Information Security risks are documented and escalated accordingly to reduce the occurrence and impact of security incidents -Identifying process improvements and agreeing changes to processes with the Senior Service Desk Analyst. -Maintaining the highest levels of confidentiality in all aspects of employment and work undertaken and ensure all relevant ICT Policies are adhered to in working practices. -Acting as a point of contact for phone calls and emails from staff regarding IT issues and queries -Ensuring process documentation is accurate and up to date -Ensuring that requests for assistance are properly logged, assigned and responded to in accordance with the ICT Service Level Agreement (SLA) -Assisting in IT Projects as delegated, from request for change (RFC) through to implementation and review, to support the continued availability, effectiveness and safety of business systems. -Implementing known remote fix solutions and workarounds and assist users to recover and continue operation

Requirements

• intune
• windows 11
• office 365
• active directory
• itil
• customer service

What You Bring

We’re seeking a Service Desk Analyst with strong relationship building skills and great customer service to join our team in the Leeds office. As the first point of contact for all NG Bailey colleagues, you’ll play a key role in delivering an excellent colleague experience by troubleshooting faults, performing initial diagnosis and resolving incidents as efficiently and effectively as possible. -Excellent communications skills both verbal and written -Experience in using mobile device management solutions such as Intune -Demonstrable experience of supporting Windows 11 and Office 365, networking technologies, VPN, Wireless, LAN and WAN -Previous experience in a 1st line/Service Desk/ Helpdesk support position -Solid experience of troubleshooting IOS and Android mobile phones and tablets -Proven experience of Active Directory, password resets and security group administration -Ideally ITIL qualified

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Benefits

Leeds – hybrid Progression is something we value, and we will make sure that when you join us you have a clearly defined development path, supported by regular reviews, training and ongoing support to enable you to be the best you can be. -Private Medical Insurance -Personal Wellbeing and Volunteer Days -25 Days Holiday + Bank Holidays with an option to Buy/Sell additional days -Flexible benefits to choose from inc: Dental Insurance, Gym Membership, Give As You Earn, Travel Insurance, Tax Free Bikes -Life Assurance Free 24/7 365 Employee Assistance Program to support mental health and well-being (including counselling sessions and legal advice) -Pension with a leading provider and up to 8% employer contribution

About Ng Bailey

-Delivers complex, large-scale projects across the UK. -Work spans the full asset lifecycle, including engineering design, offsite manufacturing, and maintenance. -Projects include EV charging hubs, rail signalling systems, and critical infrastructure installations. -Specialisms cover rail, IT services, facilities management, energy, electric vehicles, and infrastructure. -Historic headquarters at Denton Hall blend heritage architecture with modern command centre capabilities. -Recognized for renowned apprenticeship schemes and a proprietary BIM portal showcasing digital expertise.

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