IT Service Desk Analyst (1st Line

Job Introduction

As an IT Service Desk Analyst, you will be the first point of contact for colleagues requiring technical assistance across the business. You will provide professional, customer-focused support, resolving incidents and service requests efficiently while ensuring an excellent end-user experience.

Working within the IT Service Desk team, you will support a modern Microsoft 365 environment, manage incidents and requests through TOPdesk (ITSM), and contribute to the continuous improvement of IT services.

This role is ideal for an IT professional with 1-2 years of Service Desk or IT Support experience who is looking to further develop their technical skills and progress their IT career.

• Act as the primary point of contact for IT incidents and service requests.
• Log, categorise, prioritise and manage tickets using TOPdesk (ITSM).
• Deliver high-quality support via telephone, email, remote support tools and face-to-face interactions.
• Take ownership of incidents through to resolution, ensuring regular communication with users.
• Escalate complex issues to senior IT teams where appropriate.

• Provide first-line support for Microsoft 365 applications and services.
• Support users with Outlook, Teams, One Drive and SharePoint related issues.
• Assist with Microsoft 365 account administration, licensing and access requests.
• Troubleshoot email delivery, mailbox access and collaboration platform issues.
• Support Microsoft Teams meetings, telephony and conferencing services.

• Create, amend and disable user accounts.
• Manage password resets, account unlocks and access permissions.
• Support Active Directory and Microsoft Entra  tasks.
• Assist users with Multi-Factor Authentication (MFA) enrolment and troubleshooting.

• Diagnose and resolve issues affecting Windows 11 devices.
• Support laptops, desktops, printers, mobile phones and peripheral devices.
• Assist with hardware replacements, device builds and deployments.
• Maintain asset records and equipment inventories.

• Ensure incidents and requests are handled in accordance with agreed service levels (SLAs).
• Monitor ticket queues and maintain accurate case records.
• Identify trends and recurring issues for escalation or problem management review.
• Contribute to service reporting and performance metrics.

• Create and maintain knowledge base articles within TOPdesk.
• Document troubleshooting steps, resolutions and known fixes.
• Share knowledge across the Service Desk team to improve first-contact resolution rates.

• Follow all IT security policies and procedures.
• Support cyber-security initiatives, including user awareness and MFA adoption.
• Escalate suspected phishing, security incidents or data protection concerns.
• Ensure compliance with company policies and relevant regulatory requirements.

• Identify opportunities to improve Service Desk processes and user experience.
• Participate in project work where required.
• Contribute ideas that improve efficiency, self-service and knowledge sharing.

• Minimum 1-2 years' experience in a Service Desk, Helpdesk or IT Support role.
• Experience using an IT Service Management (ITSM) platform such as TOPdesk, Service Now, HaloITSM or similar.
• Strong customer service and communication skills.
• Experience supporting Windows desktop operating systems.
• Experience troubleshooting Microsoft Office and Microsoft 365 applications.
• Experience managing user accounts and passwords.
• Ability to prioritise workload effectively and manage multiple tasks simultaneously.
• Strong troubleshooting and problem-solving skills.
• Good understanding of ITIL-based support processes.

The successful candidate should have practical experience or strong working knowledge of:

• Outlook
• Teams
• One Drive
• SharePoint Online
• Microsoft Office Applications

• Microsoft 365 Admin Centre
• User and licence management
• Exchange Online fundamentals
• Microsoft Entra
• Identity and access management

• Multi-Factor…