Tier 1 Service Analyst

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We’re looking for a Tier 1 Service Analyst to join our Service Desk Team.

The Tier 1 Service Analyst is the first point of contact for customers seeking IT support within an MSP environment. The role involves logging, diagnosing, and resolving a range of IT issues, as well as escalating more complex cases to Tier 2 or 3.

In this role, you will deliver exceptional customer service, troubleshoot effectively, and maintain efficient communication to ensure clients experience minimal downtime. Career Path & Progression:
This role is an entry‑level position that offers clear opportunities for career progression within the MSP. As experience and technical skills develop, engineers can move into Tier 2 and Tier 3 roles, specialising in areas such as network administration, cloud services, or cybersecurity.

Reporting to the Service Desk Manager, key responsibilities of the role are as follows:

• Customer Support & Issue Resolution:
  Provide first-line technical support via phone, email, or through a ticketing system.
• Troubleshoot and resolve hardware, software, and network‑related issues.
• Follow the defined processes for incident and problem management, including proper documentation.
• Escalate unresolved issues to higher-tier engineers in accordance with SLA time frames.
• Ticket Management:
  Accurately log all issues, requests, and tasks using the service desk ticketing system.
• Track, prioritise, and manage tickets to ensure prompt resolution within SLA guidelines.
• Effectively keep clients informed of ticket progress and resolution status.
• Incident & Request Management:
  Triage all incidents, perform an initial diagnosis.
• Where incident is simple, progress the incident through to resolution or until escalation time is reached.
• Take ownership of Service Requests ensuring that they are actioned or escalated within SLA.
• Hardware & Software Support:
  Assist with the installation, configuration, and maintenance of end-user hardware and software.
• Support users with email, Office 365, Active Directory, VPN, and other applications.
• Provide basic network troubleshooting (e.g. Wi‑Fi, connectivity issues, printer configuration).
• User Account Management: create, modify, and disable user accounts in Active Directory, Office 365, and other systems.
• Reset passwords and troubleshoot login/authentication issues.
• Monitor client systems and alert management teams of potential issues.
• Create incident reports and participate in post incident reviews where necessary.
• Work closely with Tier 2 and Tier 3 teams to ensure seamless resolution of escalated issues.
• Maintain and update technical documentation, knowledge base articles, and SOPs for end-users and support teams.
• Training & Development:
  Keep up‑to‑date with emerging technologies, products, and IT best practices.
• Actively participate in internal training to advance to higher technical levels.
• Proactively utilise the online training portals made available.

Skills, knowledge, competencies that are required for the role are as follows:

• Good understanding of Windows OS, Microsoft Office, and Office 365 suite.
• Basic knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Familiarity with Active Directory user management.
• Experience using remote desktop tools to troubleshoot end‑user issues.

• Excellent verbal and written communication skills.
• Ability to simplify technical information for non‑technical users.
• Strong customer service orientation, with a polite and friendly attitude.

• Logical approach to troubleshooting and issue resolution.
• Ability to prioritise tasks effectively and manage time efficiently.
• Work collaboratively with other service desk engineers and cross‑functional teams.
• Willingness to ask for help and share knowledge with colleagues.

• Ability to document issues, resolutions, and ongoing activities with precision.
• Maintain clear, concise, and accurate records in the ticketing system.

• Previous experience in a customer‑facing IT support role, ideally within an MSP environment.
• Familiarity with ITIL principles and best practices.
• Knowledge of desktop and laptop hardware troubleshooting.
• Basic understanding of cybersecurity practices.
• Industry certifications (e.g., CompTIA A+, Microsoft 365 Fundamentals).
• Experience working in an IT Managed Service Provider (MSP) setting.
• Familiarity with IT service management tools (e.g., HaloPSA, Connect Wise, Autotask).
• Experience supporting cloud‑based services such as Microsoft Azure and Microsoft 365.

• Associate

• Full‑time

• Engineering and Customer Service

• IT Services and IT Consulting
• IT System Operations and Maintenance

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