1st Line Support

• Log, categorise, prioritise, and manage incidents through an ITSM platform
• Provide first-line troubleshooting for hardware, software, network, and application issues
• Manage user account administration, including password resets, access requests, and onboarding
• Provide customer support across phone, email, chat, and self-service channels
• Maintain knowledge articles and contribute to continuous improvement
• Meet SLAs and KPIs, participate in shift rotations, and support major incidents

Technologies:

• Active Directory
• Hardware
• Support
• ITIL
• ITSM
• JIRA
• Microsoft 365
• Network
• ServiceNow
• Windows
• Office 365, Were hiring a Service Desk Analyst to be the first point of contact for IT support, resolving incidents and service requests efficiently while maintaining a high standard of customer service. This is a hybrid role based in London, available on a permanent or contract basis. The salary is up to £35,000, or the contract rate is £200-£250 per day.

• 1-3 years of experience in a Service Desk, Help Desk, or IT Support role
• Experience with ITSM tools such as ServiceNow, Jira Service Management, Freshservice, or similar
• Windows 10/11 and Microsoft 365 support experience
• Exposure to Active Directory, Entra ID, Exchange Online, and endpoint management
• ITIL Foundation or relevant technical certifications are a plus