IT Service Desk Analyst at APTIS Services

Role Purpose:

Provide first-line IT support to users across APTIS Group, both at APTIS House and across the business units, ensuring the smooth operation of devices, accounts, networks and business applications.

Duties and Responsibilities:

• Log, prioritise and resolve user requests through the AskIT service desk (Zoho Desk), within agreed response and resolution times.
• Review priorities and open tickets with the Group IT & Innovation Manager on an agreed cadence.
• Escalate to and follow up with suppliers (e.g. Emtel, Indus, printer and hardware suppliers) until resolution.
• Handle joiner, mover and leaver requests: accounts, M365 licences, devices and access, in line with the HR-IT process.
• Visit Group business unit sites every week on a set rota and on demand for incidents.
• Provide hands-on support on site: devices, printers, network points, Wi-Fi and meeting room