1st Line Analyst (Outside IR35)

You’ll act as the first point of contact for internal users, providing high-quality technical support across Microsoft, Apple and ServiceNow environments while helping employees stay productive and supported., As a 1st Line Service Desk Analyst, you’ll be responsible for responding to IT incidents and service requests, troubleshooting issues where possible and ensuring users receive a professional and efficient support experience., * Providing 1st Line IT support and resolving incidents and requests where possible

• Logging, categorising, prioritising and updating tickets within ServiceNow
• Monitoring ticket queues and ensuring issues are progressed within agreed SLAs
• Escalating more complex issues to internal resolver teams and third-party suppliers
• Keeping users informed on the progress of their incidents and requests
• Supporting Microsoft environments including Azure, M365, Active Directory and Exchange
• Providing support for Apple devices
• Creating knowledge articles and supporting IT documentation and user training
• Maintaining a consistently high level of customer service

• 2+ years’ recent Service Desk / 1st Line IT Support experience
• Experience supporting Microsoft environments, including M365, Azure, Active Directory and Exchange
• Experience supporting and managing Apple devices
• Strong customer service and communication skills
• A friendly, approachable and positive attitude
• The ability to work effectively in a busy, fast-paced environment