Service Desk Analyst

Responsibilities

• Handle incoming incidents and service requests via phone, email, and instant messaging
• Log all interactions accurately in the customer's ITSM tool
• Take ownership of issues from first contact through to resolution
• Triage and resolve faults or escalate intelligently when required
• Support systems including MS Office, Windows OS, Active Directory, and remote connection tools
• Produce and maintain documentation for known issues and fixes
• Act as a "walk-up" point of contact for users on-site

Requirements

• Previous experience in a Service Desk or technical support environment
• Experience with Active Directory, Windows 10+, iOS, and Android
• ITIL v3 Foundation (minimum)
• Strong customer service track record
• Ability to work on-site in Watford 5 days per week

Preferred Qualifications

• Experience with a Managed Service Provider (MSP)
• Experience with Hornbill

About the Company

Codestone is a business transformation partner delivering advisory and consultancy services spanning cybersecurity, infrastructure, and managed IT services. Founded in 1997, they are a high-growth tech business leading the AI and Cloud movement.