Exemplar Health Care Support Centre, SheffieldIT Service Desk Analyst

This is an exciting opportunity to join our IT Department and play a key role in delivering IT support across our rapidly growing organisation.As a 1st Line Service Desk Analyst, you are the first point of contact for users needing technical support. Your role involves answering calls, emails, and tickets, logging incidents accurately, and providing initial troubleshooting for hardware, software, and network issues. You will resolve common problems or escalate more complex issues to senior teams when needed. Excellent communication and customer service skills are essential.About Exemplar Health Care

Exemplar Health Care is one of the country’s leading nursing care providers for adults living with complex needs. We have over 50 care homes across England supporting adults with complex mental health needs, dementia, neuro-disabilities, and physical disabilities. We offer stable employment, great benefits, and opportunities to learn, develop, and progress.About the role

Act as the first point of contact for all IT support queriesAnswer calls, emails, and self-service tickets promptlyLog and categorise incidents and service requests accuratelyProvide first-line troubleshooting for hardware, software, and network issuesGuide users through solutions in a clear and friendly mannerEscalate complex or unresolved issues to second-line supportMaintain detailed and accurate records in the ticketing systemSet up and configure new user accounts, equipment, and basic softwareSupport password resets and access requestsAbout you

Proven 1st line Service Desk support (minimum 2 years)Supporting Windows 11 and Microsoft 365Knowledge of Windows Server Operating Systems (2016, 2019)Strong work ethic and self-motivation with the ability to work under pressureKnowledge of networking technologies: TCP/IP, DNS, LAN, WAN, DHCPExperience with Active Directory, Sophos, Draytek, Barracuda, Datto, Mac OS, Manage Engine - Exchange Plus, and AD Manager PlusQualifications

GCSEs at Grade C or above in English and Mathematics or equivalentIndustry-standard computing qualifications such as Microsoft and CompTIA certifications (e.g., Network+, Security+, Server+)What we offer

Excellent supervision, peer support, learning opportunities, and career prospectsRetail and lifestyle discountsFree DBS check24/7 counselling and support25 days annual leave plus bank holidaysBlue Light Card eligibilityHow to apply

Interested? Click ‘APPLY NOW’. For an informal chat, contact Lisandra Ferreira at LFerreira@exemplarhc.com.

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