Service Desk Support Analyst

About the role

The Service Desk Support Analyst is the first point of contact for all IT‑related incidents and service requests at FRP Advisory. Working in a fast‑paced professional services environment, you will deliver prompt, effective resolutions while maintaining high levels of user satisfaction.

Key responsibilities

• Receive and log IT support requests via phone, email or ticketing system.
• Diagnose and resolve hardware, software and network connectivity issues.
• Escalate complex cases to second‑line or specialist teams with full documentation.
• Provide guidance on core business applications such as Microsoft 365 and collaboration tools.
• Maintain accurate records in line with compliance and security standards.
• Follow ITIL‑aligned processes for incident, problem and request management.
• Contribute to knowledge‑base articles and continuous improvement initiatives.

Required profile

• Strong customer‑service orientation with professional communication skills.
• Solid understanding of Windows operating systems and common business applications.
• Proven ability to troubleshoot hardware and software problems.
• Familiarity with ITSM tools for ticket handling.

Required skills

• Windows OS
• Microsoft 365
• Hardware troubleshooting
• Software troubleshooting
• Network connectivity basics
• ITSM tool usage