Service Desk Analyst MSP North

Service Desk Analyst (1st Line)

London (NW6)

Hybrid (3 days onsite, 2 days remote) | Occasional client travel

Are you passionate about delivering exceptional IT support and solving problems with a smile? Do you thrive in a fast-paced environment where great customer service meets technical expertise? We're looking for a motivated Service Desk Analyst to join our dynamic Service Delivery Team as the first point of contact for our clients' IT needs.

As a Service Desk Analyst, you'll play a vital role in ensuring our clients receive fast, friendly, and effective support. You'll handle incoming requests, diagnose and resolve issues efficiently, and help keep businesses running smoothly every day.

• Act as the first point of contact for client IT requests and issues via phone, email, and our ticketing system
• Diagnose and resolve 1st line tickets within agreed target resolution times
• Accurately log, classify, and document tickets with clear, detailed notes throughout their lifecycle
• Deliver outstanding customer service and a positive experience at all times
• Manage your personal ticket queue, prioritise workload, and escalate issues following internal processes
• Liaise with third-party vendors and partners to resol...