Service Desk Analyst

Montu is a leading cannabis company with operations in Europe and Asia-Pacific. We facilitate access to cannabis through locally integrated ecosystems that streamline the patient experience from end-to-end and set new standards in Cannabis Care. Our mission: Improve the lives of millions of people through cannabis therapies. Medical cannabis has already been legalised in more than 50 countries across the world over recent years, unlocking a huge potential for medical, wellness, and ultimately recreational markets. As one of the fastest growing businesses in the industry, Montu is now actively looking to expand the team to take the company to the next level in the UK Summary Descriptio n: As a Service Desk Analyst, you will play a crucial role in providing technical support and assistance to end-users within the organisation. You will handle technical issues, troubleshoot software and hardware problems, and ensure the efficient operation of IT systems. This position requires a strong blend of technical expertise, problem-solving skills, time management, and customer service orientation. The role pays £35000-37000 PA pro . This is a Hybrid role with 2 days working from our Office in Workingham Berkshire RG41 5RB Duties and Responsibilities: Technical Support Provide Level 1 and 2 technical support to end-users via phone, email, chat, or in-person Diagnose and resolve complex issues related to software, hardware, network connectivity, and IT systems. Escalate unresolved issues to appropriate teams or Level 3 support for further investigation and resolution Incident Management Log and track incidents using the IT service management system, ensuring accurate documentation of all support interactions. Prioritise and manage the resolution of incidents based on severity and impact, meeting defined service level agreements (SLAs) Problem Identification and Resolution. Analyse recurring technical issues and trends to identify underlying problems and recommend permanent solutions. Collaborate with other IT teams to implement preventive measures and enhancements to minimise future incidents. User Training and Documentation Develop and maintain user-friendly documentation, knowledge base articles, and FAQs to empower end-users to resolve common issues independently Conduct training sessions and workshops to educate end-users on IT tools, systems, and best practises. Asset and Configuration Management Assist in the management of IT assets and configurations, including software licenses, hardware inventory, and configuration baselines Perform regular audits and updates to ensure accuracy and compliance with organizational policies and standards Continuous Improvement Proactively identify opportunities to improve service delivery processes, tools, and workflows Participate in team meetings, peer reviews, and knowledge sharing sessions to contribute to the overall effectiveness of the Service Desk Experience and Skills Bachelor's degree in computer science, information technology, or a related field (or equivalent experience) Minimum 2-3 years in a technical support role, preferably in a service desk environment Strong proficiency in troubleshooting software and hardware issues on Windows and/or Mac platforms. Strong problem-solving and analytical skills. Knowledge of ITIL framework and experience with IT service management tools (e.g., ServiceNow, Jira Service Management. Excellent communication and customer service skills with the ability to explain technical concepts to non-technical users. .Ability to work independently and as partof a team. Customer-focused attitude with a commitment to providing high-quality support and service Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation are a plus. Benefits: You'll get a 30 days holiday plus bank holidays pro rata You can join our generous pension scheme and the employer will match contributions up to 5% Cycle to work scheme Free Car Parking available onsite