First Line IT Service Desk Analyst

About the role

We are looking for a First Line IT Service Desk Analyst to provide prompt, professional technical support to our users. You will be the initial point of contact, handling incidents and service requests while delivering a high level of customer service.

Key responsibilities

• Log, prioritise, troubleshoot and resolve first‑line IT incidents and service requests.
• Maintain accurate records in the IT service management system and keep users informed throughout the support process.
• Escalate complex issues to senior technical teams with clear handover information.
• Support user account administration for joiners, movers and leavers.
• Work within agreed service levels, adhering to established procedures and security policies.
• Contribute to service improvements, documentation and knowledge sharing.
• Ensure compliance with information security requirements and protect organisational data.

Required profile

• Previous experience in a First Line Service Desk, Helpdesk or MSP environment.
• Strong communication, customer‑service and problem‑solving abilities.
• Ability to prioritise workload, follow processes and meet SLA targets.
• Customer‑focused, calm under pressure and methodical in approach.
• Independent worker who also collaborates effectively within a team.

Required skills

• Microsoft 365 administration and troubleshooting.
• Experience using IT ticketing or service management systems.
• ITIL knowledge or certification (desirable).

What we offer

• Pension scheme and life assurance.
• Private healthcare.
• Hybrid working arrangement.
• Training and professional development.
• Generous annual leave and employee assistance programme.
• On‑site parking and wellbeing initiatives.