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# First Line IT Service Desk Analyst

- **Company:** Key Recruitment Ltd
- **Location:** Waterlooville, UK
- **Salary:** £28,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Cyber Security, Customer Data Management, ServiceNow IT Service Management
- **Published:** July 16, 2026
- **Apply:** https://www.reed.co.uk/jobs/first-line-it-service-desk-analyst/57129714

## About the Role

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.

## Description

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.


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