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# 1st Line IT Service Desk Analyst

- **Company:** equals
- **Location:** Chester, UK
- **Contract:** Permanent contract
- **Skills:** Amazon Web Services, Apple Mac Systems, JIRA, Microsoft Azure, BASIC (Programming Language), Software Documentation, Cyber Security, Computer Networks, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Issue Tracking Systems, Virtual Private Networks (VPN), Network Troubleshooting, Microsoft Software, Remote Access Technology, TCP/IP, Office365, Peripherals, Microsoft InTune, Casper Suite, Laptops
- **Published:** August 30, 2026
- **Apply:** https://www.collegerecruiter.com/job/2815445861-1st-line-it-service-desk-analyst

## About the Role

* Previous experience in a 1st Line IT Support or Service Desk role (or strong equivalent experience)
 * Strong customer service and communication skills
 * Basic understanding of networking concepts (DNS, DHCP, TCP/IP)
 * Experience with ticketing systems (e.g. Jira)
 * Ability to prioritise workload and work effectively under pressure, * Experience in an ITIL-based service environment
 * Exposure to cloud platforms (Microsoft Azure / AWS)
 * Knowledge of endpoint management tools (Intune / Jamf)
 * Relevant certifications (CompTIA A+, ITIL Foundation, Microsoft Fundamentals), * Customer-focused and patient approach
 * Strong problem-solving skills
 * Well-organised with attention to detail
 * Willingness to learn and develop technical skills
 * Team-oriented with a proactive mindset

## Description

The 1st Line IT Service Desk Analyst is responsible for providing first-level technical support to end users, ensuring issues and service requests are logged, triaged, and resolved efficiently. The role acts as the primary point of contact for IT-related issues and plays a critical role in maintaining business continuity and user satisfaction., * Serve as the first point of contact for IT support via Slack and ticketing system

 * Log, categorise, prioritise, and resolve IT issues and service requests in line with SLAs
 * Provide first-time fixes where possible and escalated unresolved issues to 2nd/3rd line support
 * Communicate clearly with users regarding issue status and resolution times

Technical Support

 * Troubleshoot hardware, software, and network issues (desktops, laptops, printers, peripherals)
 * Support Microsoft Windows and/or macOS operating systems
 * Assist with Microsoft 365 applications
 * Perform basic user account administration
 * Support VPN, remote access, and basic connectivity issues

Onboarding & Asset Management

 * Set up IT equipment for new starters (laptops, peripherals, access rights)
 * Collect leavers equipment promptly
 * Maintain accurate asset records and user documentation
 * Follow IT security and access control procedures and keep documentation up to date

Documentation & Continuous Improvement

 * Create and update knowledge base articles and support documentation
 * Identify recurring issues and suggest improvements to systems or processes
 * Adhere to ITIL-aligned service management practices


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