Service Desk Advisor – 1st Line Windows

About the role

Our client is looking for a Service Desk Advisor (1st Line) to join a busy IT support function in London. You will provide technical assistance to end‑users in a fast‑paced, business‑critical environment, handling both remote and onsite requests.

Key responsibilities

• Respond to incidents and service requests via the ticketing system, ensuring SLA compliance.
• Troubleshoot Windows operating systems, Microsoft 365, user accounts, printers and mobile devices.
• Escalate complex issues when required and document resolutions.
• Prioritise workload across shift patterns and maintain clear communication with users.
• Collaborate with other IT teams to deliver seamless support.

Required profile

• Previous experience in an IT Service Desk, Helpdesk or End‑User Support role.
• Strong customer service and communication skills, able to assist technical and non‑technical users.
• Proven ability to work under pressure, meet SLAs and follow ITIL‑based processes.
• Willingness to work a hybrid schedule (3 days onsite) for a 4‑month assignment.

Required skills

• Windows operating system
• Microsoft 365
• ServiceNow or similar ITSM ticketing tool
• Identity and access management processes
• Printer and mobile device support