1st Line Service Desk Analyst

About the Role

We’re looking for a customer-focused 1st Line Support Analyst to join our Service Desk team. You’ll be the first point of contact for IT support, helping users resolve issues quickly and keeping their technology running smoothly. This role supports customers 24/7 and operates on a 19:00-07:00 4-day on, 4-day off shift pattern.

• Log, investigate and resolve incidents, keeping users informed and ensuring service levels are met.
• Diagnose and resolve basic hardware and software issues across desktops, laptops and peripherals.
• Carry out initial network diagnostics for Wi-Fi, VPN and DNS issues.
• Support users remotely using tools such as Any Desk, Team Viewer and SCCM.
• Log, track and update tickets in the service desk system.
• Ensure incidents are handled within agreed service levels.
• Escalate complex issues to senior engineers when required.
• Communicate clearly with non-technical users via phone, email and chat.
• Maintain a professional, friendly and helpful approach in every interaction.
• Prioritise tasks in a fast-paced environment.

• Experience in a 1st Line IT Support or Helpdesk environment (desirable but not essential).
• Understanding of IT infrastructure, including desktops, laptops, printers and networking.
• Familiarity with Microsoft Windows and Microsoft 365.
• Exposure to Active Directory (password resets, account management).
• Awareness of service desk platforms such as Service Now or HaloPSA.
• Understanding of ITIL principles.
• Strong troubleshooting and problem-solving ability.
• Clear communication with both technical and non-technical users.
• Ability to prioritise tasks in a fast-paced environment.
• Comfortable using remote support tools.

• GCSE Maths and English (Grade C or above).
• CompTIA A+.
• Microsoft Technology Associate.
• ITIL v4 Foundation.

• 33 days holiday (inclusive of bank holidays), increasing by one day for each full calendar year employed, up to a maximum of five days.
• Annual pay reviews.
• Holiday buy scheme.
• All-company bonus scheme.
• Death in service cover.
• Employee assistance programme.
• Company pension.
• Active social calendar.
• Strong focus on developing our people.

We are committed to equal opportunities and welcome all applications.