Service Desk Analyst​

HybrIT Introduction

HybrIT Services is a fast-growing Systems Integrator and Managed Service Provider. We take a customer-first approach to IT services, delivering high-quality solutions while maintaining strong relationships with our clients.  Our customers range from SMEs to large enterprises across multiple industries, including financial services, public sector, legal, and retail. With extensive partnerships in the IT channel and a growing direct business, we provide a broad range of technical exposure and career development opportunities.

Joining HybrIT means being part of an innovative and supportive team in a company that encourages professional growth while offering a competitive package and a dynamic work environment.

Reporting Line

This position reports directly to the Service Desk Team Leader.

Location & Working Hours

This is a hybrid role, with the flexibility to work from home up to 2 days per week.

HybrIT operates a rotating shift pattern, with engineers working the following shifts:

• Earlies - 07:00 – 15:30

• Lates - 09:30 – 18:00

• Evenings -11:30 - 20:00 – Once every 6 weeks depending on holiday and sickness.

The nature of the role will require occasional travel to HybrIT's Head Office (Royal Ordnance Depot, Weedon Bec, Northampton, NN7 4PS) or customer sites when necessary.

Role Summary

As a Service Desk Analyst, you will be responsible for providing technical support to customers, ensuring incidents and service requests are resolved efficiently and to a high standard. You will play a crucial role in maintaining service levels, troubleshooting IT issues, and delivering excellent customer service.

This role offers exposure to a variety of Cloud, Infrastructure, Modern Workplace, Networking, and Security Technologies, with opportunities to develop your technical skills and progress within the business.

Key Responsibilities

Incident & Request Management

• Act as the first point of contact for IT issues via phone, email, and ticketing system.

• Log, prioritise, and categorise incidents and service requests accurately.

• Provide basic troubleshooting and resolution for common IT problems.

• Escalate unresolved or complex issues to senior engineers following escalation procedures.

• Keep users informed of ticket progress and resolution timelines.

• Ensure tickets are updated with clear and concise notes.

Technical Support

• Provide troubleshooting support for a variety of technologies, including Microsoft 365, Windows desktop environments, and peripheral devices.

• Assist with user account management tasks such as account creation, password resets, and group membership updates.

• Offer guidance on cloud technologies, particularly Azure, assisting with tasks like user provisioning, resource management, and monitoring.

• Ensure that all solutions adhere to IT best practices and security policies.

Customer Service and Collaboration

• Communicate technical solutions clearly and effectively to both technical and non-technical users, always maintaining a customer-focused approach.

• Take ownership of incidents and service requests, ensuring resolution within agreed-upon timeframes.

• Collaborate with colleagues to resolve more complex issues, offering guidance to junior staff when necessary.

• Contribute to a positive team environment, supporting a collaborative approach to problem-solving and knowledge sharing.

Learning and Development:

• Stay up-to-date with emerging IT trends and technologies, actively engaging in self-learning and professional development.

• Work towards gaining certifications such as vendor and Microsoft specific Certifications. to enhance technical skills and support career progression.

Skills and Experience

Technical Skills:

• Microsoft 365 Administration: Experience with managing tenants, including Exchange Online, SharePoint, OneDrive, and Teams.

• Cloud Technologies (Azure): Practical knowledge of Azure services, such as user management, resource groups, virtual machines, and storage management.

• Operating Systems: Strong understanding of Windows 10/11 and related software applications.

• Networking: Proficient with networking fundamentals, including TCP/IP, DNS, DHCP, and VPN configurations.

• Scripting: Basic knowledge of PowerShell or Azure CLI for automation tasks and troubleshooting.

• Incident Management: Familiarity with ticketing systems, ITIL principles, and escalation procedures.

Soft Skills

• Strong communication skills, both written and verbal, with the ability to explain technical issues clearly to users at all levels.

• Customer-focused approach with a professional and empathetic attitude.

• Ability to manage multiple tasks efficiently, prioritising according to urgency and impact.

• Collaborative team player with a supportive attitude towards colleagues.

Package

• Competitive Base Salary £24,000 - £27,500 (Depending on Experience).

• Performance Related Annual Bonus.

• Workplace Pension.

• Death in Service cover.

• Great Office environment with staff room (Darts, Pool Table etc).

• Excellent onsite parking facilities.

• Day to Day perks such as snacks and occasional employee lunches.

• Excellent social environment with events such as games nights and various competitive competitions for those who want to take part.