First Line IT Service Desk Analyst

Provide first-line technical support to users by resolving IT incidents and service requests, delivering excellent customer service, and ensuring issues are managed efficiently from initial contact through to resolution or escalation., * Act as the first point of contact for IT support, providing professional and customer-focused assistance.

• Log, prioritise, troubleshoot and resolve first-line incidents and service requests.
• Maintain accurate records within the IT service management system and keep users informed throughout the support process.
• Escalate complex issues to senior technical teams with clear and complete handover information.
• Support user account administration, including joiners, movers and leavers.
• Work within agreed service levels, following established procedures and security policies.
• Contribute to service improvements, documentation and knowledge sharing within the team.
• Maintain awareness of information security requirements and protect organisational and customer data.

Essential

• Previous experience in a First Line Service Desk, Helpdesk or MSP environment.
• Good knowledge of Microsoft 365 administration and troubleshooting.
• Experience using IT ticketing or service management systems.
• Strong communication, customer service and problem-solving skills.
• Ability to prioritise workload, follow processes and work to SLAs.

Desirable

• ITIL knowledge or certification.
• Experience working within ISO or other structured service management environments.

Personal Attributes

• Customer-focused, professional and dependable.
• Calm under pressure with a methodical approach to problem solving.
• Strong organisational skills and attention to detail.
• Able to work independently while contributing effectively to a collaborative team.
• Takes ownership of work and recognises when escalation is required.

• Pension scheme and life assurance.
• Private healthcare.
• Hybrid working.
• Training and professional development.
• Generous annual leave.
• Employee Assistance Programme.
• On-site parking and employee wellbeing initiatives.