IT Service Desk Analyst

During onboarding and team mobilisation, attendance at the Chichester office may be required up to five days per week. Once established within the role, hybrid working may be available, subject to operational requirements.

The Role

As an IT Service Desk Analyst, you will provide high-quality, customer-focused first-line IT support, acting as the first point of contact for technical issues and service requests.

You will troubleshoot a range of hardware, software and access issues, log and manage incidents through an IT Service Management system and escalate more complex problems to second- and third-line support teams where required.

Key Responsibilities

• Provide 1st Line IT Support to users via telephone, email and self-service portals
• Act as the first point of contact for IT incidents and service requests
• Log, categorise, prioritise and triage incidents using an IT Service Management (ITSM) platform
• Troubleshoot and resolve first-line technical issues relating to hardware, mobile devices, printers and software applications
• Provide support for basic networking and connectivity issues
• Support users with Microsoft 365, Active Directory, SharePoint and Microsoft Exchange
• Escalate unresolved or complex incidents to second- and third-line technical support teams
• Maintain accurate records of incidents, requests and resolutions
• Contribute to the development and maintenance of knowledge base articles, user guidance and technical documentation
• Liaise with third-party suppliers where required to support incident resolution
• Follow IT policies, security procedures and relevant compliance requirements
• Support good practice relating to Cyber Essentials and ISO 27001
• Provide a professional and customer-focused IT support service at all times
• Prioritise workload effectively within a busy Service Desk environment

• Approximately 1-2 years’ experience working within an IT Service Desk, 1st Line Support, Technical Support or similar environment
• Good working knowledge of Microsoft 365
• Knowledge of Active Directory, SharePoint and Microsoft Exchange
• Experience using an enterprise ITSM platform
• Strong troubleshooting and fault diagnosis skills
• Logical and methodical approach to problem solving
• Excellent customer service and communication skills
• Ability to build positive working relationships with users and colleagues
• Ability to prioritise workload and manage multiple support requests
• Comfortable working within a fast-paced IT Service Desk environment, * IT Service Desk, 1st Line Support or similar: 1 year (required)

At Seven Resourcing, we connect skilled professionals with meaningful opportunities where they can make a real difference. With nearly a decade of industry expertise, over 3,000 five-star reviews, and a reputation for award-winning service, we provide continuous support, career development, and access to rewarding roles that align with your experience and aspirations.