Service Desk Analyst / 1st Line Support

Be the first point of contact in IT support - solving problems and keeping users connected across the globe., * Provide essential first-line IT support to global end-users via ServiceNow.

• Ensure efficient incident and request resolution, escalating where needed.
• Support proactive engagement activities (Tech Bar sessions, Tech Tuesday newsletters).
• Contribute to improving end-user experience and reducing recurring demand.

Job Role Responsibilities:

• Manage lifecycle of ServiceNow tickets - log, resolve, escalate.
• Administer user accounts in Active Directory (group memberships, permissions).
• Troubleshoot Windows 10/11, Microsoft 365, Azure, applications, printing, networking, and telephony.
• Support video conferencing systems (Teams, Zoom, meeting room facilities).
• Collaborate with L2/L3 colleagues for seamless handover.
• Maintain clear communication with users throughout the resolution process.
• Identify and report recurring issues and contribute to Knowledge Base articles.
• Perform additional IT-related duties as required by management.

• Due to the nature of the work, candidates must be Sole British National
• Experience in IT support or service desk environment.
• Strong knowledge of Windows 10/11, Microsoft 365, and Azure.
• Familiarity with ServiceNow or similar ticketing systems.
• Active Directory administration skills.
• Basic networking knowledge (IP, DNS, WiFi troubleshooting).
• Experience with EUC environments, SCCM, Intune.
• Excellent communication and customer service skills.
• Professional, proactive, and problem-solving approach.
• Desirable: Microsoft certifications (MS-100/101/102), automation/scripting skills, Power Platform exposure.

At First Recruitment Group we understand just how important it is to secure the right people. That is why our Recruitment Consultants always take the time to understand requirements in detail and offer sound advice to both clients and candidates. We actively recruit at all levels and this is a superb opportunity for a Service Desk Analyst / 1st Line Support looking for new employment. As part of putting people first, we strive to be an equal opportunities employer and we are always looking to increase the diversity of our workforce, working closely with our clients to ensure everyone is included.