IT Service Desk Analyst (1st Line Support)

We are looking for a customer-focused 1st Line IT Service Desk Analyst to join our IT team, providing front-line technical support to internal users across multiple sites.

You will act as the first point of contact for IT-related incidents and service requests, ensuring issues are logged accurately, investigated efficiently, and either resolved or escalated in line with agreed Service Level Agreements (SLAs)., * Act as the first point of contact for IT support, handling incidents and requests via phone, email, and remote support tools

• Accurately log all support requests in the Service Desk system, including detailed notes of actions taken
• Perform initial fault diagnosis and troubleshooting, resolving issues where possible or escalating appropriately
• Monitor Service Desk queues, email inboxes, and DDI phone lines to ensure timely responses
• Develop and maintain standard operating procedures (SOPs) for common "quick win" fixes
• Regularly review escalated tickets to ensure SLAs are being met
• Support general IT administration tasks, including documentation and procurement
• Carry out additional tasks as required by the Service Delivery Manager or Head of IT

• General experience using computers and IT systems
• Previous experience in a customer-facing role
• Strong communication and telephone skills
• Excellent customer service mindset
• Working knowledge of Windows operating systems
• Familiarity with Microsoft Office applications
• Good analytical and problem-solving skills
• Ability to work effectively as part of a team
• Comfortable working under pressure in a fast-paced environment

Desirable

• Diploma, NVQ or qualification in IT or a related subject
• Awareness of ITIL or equivalent service management frameworks