1st Line Service Desk Analyst

Location: City of London
Salary: £22K- £26K per Year
Contract: Permanent
Type: Full Time

Reference: 1stline_
Posted: July 27, 2026

Field incoming service desk incidents and requests:

• Act as a contact for the internal customers receiving IT incidents and requests through calls, emails, portal and walk-ins
• Receive, log, and manage incidents and requests within the IT Service Management platform
• Assist maintenance of our asset management database, tracking changes accordingly
• Provide a high-level of customer service and adhere to service management principles and processes (ITIL)

Resolve IT service desk requests and incidents:

• 1st line technical IT Support for End Users (incl. VIP Director level) and their devices or applications, always aiming to achieve a first-time fix, adhering to agreed SLAs and following escalation guidelines
• Escalate issues to 2nd/3rd Line and Major Incident teams when required
• Action procurement requests for IT equipment, applications, and internet services
• Guiding users through troubleshooting steps
• Keeping track of open issues and following up with users and other IT staff to ensure a timely resolution
• Keeping users informed about the status of their issues and communicating any IT-related notices

Maintain IT Documentation and Knowledge base:

• Document known fixes

Ongoing Support, Maintenance, and Protection:

• Be aware of and elevate security concerns or flags identified promptly
• Identify and drive forward improvements to process/service