1st Line Helpdesk Analyst

Sue Ross Recruitment, are looking for a proactive and customer-focused Service Desk Analyst to join our clients growing team. You'll be the first point of contact for clients, helping them stay productive by resolving technical issues quickly and professionally.

This role combines day-to-day support with proactive monitoring and maintenance, giving you the chance to develop your technical skills while making a real impact.

What You'll Be Doing

• Acting as the first point of contact for clients via phone, email, and remote support tools

• Providing outstanding customer service and setting clear expectations throughout the support process

• Managing and resolving service requests in line with agreed SLAs

• Taking ownership of incidents from start to finish, escalating when necessary

• Keeping all case notes and updates accurate and up to date in the Service Desk system

• Proactively monitoring client systems to identify and resolve issues before they escalate

• Ability to diagnose PC, software, hardware, and basic network issues verbally or remotely

• Working knowledge of Windows 10 & 11

• Familiarity with Microsoft Office applications

• Experience with Microsoft 365 administration

• Understanding of Active Directory user management

• At least 12 months' experience in a similar IT support role

• Opportunity to grow your technical skills in a supportive environment

• Work with a friendly, collaborative team

• Clear progression pathways

• Great benefits, inclusive of Discount platforms, health care and pension schemes.

If you're enthusiastic, solution-driven, and ready to take the next step in your IT support career, we'd love to hear from you.