Service Desk Analyst – 1st Line IT Support (Hybrid)

About the role

We are looking for a motivated Service Desk Analyst to join our Service Delivery Team in North London. You will be the first point of contact for client IT requests, providing fast, friendly, and effective support in a hybrid working environment.

Key responsibilities

• Receive and log client IT requests via phone, email, and ticketing system.
• Diagnose and resolve 1st‑line tickets within agreed SLA times.
• Maintain clear, detailed documentation throughout the ticket lifecycle.
• Prioritise your personal queue, escalating complex issues as needed.
• Liaise with third‑party vendors and partners to resolve advanced problems.
• When required, dispatch incoming requests and balance team workloads.

Required profile

• Strong customer‑service orientation with excellent telephone and client‑facing skills.
• Previous experience in 1st‑line IT support or helpdesk.
• Ability to stay calm and professional in demanding situations.
• Self‑motivated team player eager to learn new technologies.

Required skills

• Windows operating system troubleshooting.
• Microsoft Office suite proficiency.
• Active Directory, Group Policy, DNS knowledge.
• Office 365 and SharePoint administration.
• Fundamental networking concepts.

What we offer

• Hybrid working (3 days onsite, 2 days remote).
• Exposure to a variety of clients across multiple industries.
• Supportive, performance‑driven team environment.
• Occasional travel to client sites for hands‑on support.