About this role
Salary: £? - ? per year
Requirements: Diploma or NVQ in IT or a related subject is desirable, but not essentialAwareness of ITIL or similar frameworks is an advantageGeneral experience using computersPrevious customer-facing experienceStrong communication and telephone skillsExcellent customer service approachWorking knowledge of Windows and Microsoft Office (Word, Excel, Outlook)Good problem-solving and analytical skillsAbility to work well in a team and under pressureDemonstrates accountability, teamwork, and a customer-focused mindset Responsibilities: Act as the first point of contact for technical incidents and queries via phone, email, remote tools, and walk-insLog, update, and manage tickets accurately in the Service Desk systemInvestigate issues using standard troubleshooting techniques, resolving where possible or escalating when requiredMonitor Service Desk phones and inboxes, ensuring timely responsesDevelop and maintain simple procedures for common issues (quick wins)Review escalated tickets to ensure SLA complianceSupport general IT administration, including documentation and procurementCarry out other tasks as directed by IT management Technologies: ExcelSupportITILWindows More:
We are recruiting an IT Service Desk Analyst (1st Line) to provide first-line support to our internal users across multiple sites, working in line with our Service Desk procedures and SLAs. This role offers the opportunity to be the first point of contact for technical support, help maintain smooth day-to-day IT operations, and contribute to documentation, procurement, and continuous improvement of common support processes.
last updated 31 week of 2026