First Line Service Desk Analyst – IT Support

About the role

We are looking for a motivated First Line Service Desk Analyst to be the primary point of contact for IT support across the organisation. You will log and resolve incidents, problems and service requests, delivering a high standard of customer service both remotely and on‑site.

Key responsibilities

• Provide first‑level IT support for hardware, software, mobile devices and other technical equipment.
• Log detailed tickets and resolve incidents, problems and service requests efficiently.
• Manage Service Level Agreements and targets as defined by the Service Desk Manager.
• Oversee onboarding of new colleagues, ensuring appropriate account authorisation and system access.
• Follow established processes and contribute to knowledge sharing within the team.
• Participate in and support IT projects as required.

Required profile

• Previous experience in an IT support role (desired).
• Strong focus on delivering excellent customer service.
• Excellent verbal and written communication skills.
• Ability to self‑manage, prioritise tasks and work in a fast‑paced environment.
• Can‑do attitude with a willingness to learn and progress.
• Knowledge of ITIL is beneficial but not essential.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Mobile device support
• ITIL framework awareness

What we offer

• 33 days holiday including bank holidays
• Industry‑leading maternity, paternity and adoption pay
• Career development and long‑service recognition
• Discounted car schemes, gym memberships and retail discounts
• Cycle‑to‑work scheme and one paid volunteer day per year