1st Line Service Desk Analyst (IT Support Technician)

About the role

We are seeking a motivated 1st Line Service Desk Analyst to join a growing IT services provider in Huntingdon. You will be the first point of contact for clients, delivering prompt technical assistance and ensuring a high level of customer satisfaction.

Key responsibilities

• Provide first‑line technical support via phone, email and ticketing system.
• Log, manage and resolve support tickets within agreed service levels.
• Troubleshoot Microsoft 365, Windows OS, Active Directory and basic networking issues.
• Support end‑user hardware including laptops, desktops, printers, mobile devices and VoIP systems.
• Escalate complex problems to senior engineers when necessary.
• Communicate ticket status to users throughout the lifecycle.
• Collaborate with colleagues and third‑party suppliers to achieve timely resolutions.
• Maintain accurate documentation and update knowledge‑base articles.
• Contribute ideas for service improvement and team efficiency.

Required profile

• Previous experience in an IT Support, Helpdesk or Service Desk role.
• Strong customer‑service orientation and clear communication skills.
• Organised with excellent attention to detail.
• Ability to manage workload, prioritise tasks and work proactively.

Required skills

• Microsoft 365
• Windows operating system
• Active Directory
• Fundamentals of networking
• Hardware support (laptops, desktops, printers, mobile devices, VoIP)

What we offer

• Opportunity to join a supportive, growing IT team.
• Exposure to a wide range of technologies and client environments.
• Ongoing training and clear career progression.
• Collaborative and professional working environment.