IT Service Desk Analyst (1st Line)

Provide first-line support to internal users across multiple sites, following Service Desk procedures and SLAs.

Key Responsibilities

• Act as the first point of contact for technical incidents and queries via phone, email, remote tools, and walk-ins
• Log, update, and manage tickets accurately in the Service Desk system
• Investigate issues using standard troubleshooting techniques, resolving where possible or escalating when required
• Monitor Service Desk phones and inboxes, ensuring timely responses
• Develop and maintain simple procedures for common issues (“quick wins”)
• Review escalated tickets to ensure SLA compliance
• Support general IT administration, including documentation and procurement
• Carry out other tasks as directed by IT management

Essential Requirements

Qualifications

• Diploma or NVQ in IT or a related subject (desirable, not essential)
• Awareness of ITIL or similar frameworks is an advantage

Experience

• General experience using computers
• Previous customer-facing experience

Knowledge & Skills

• Strong communication and telephone skills
• Excellent customer service approach
• Working knowledge of Windows and Microsoft Office (Word, Excel, Outlook)
• Good problem-solving and analytical skills
• Ability to work well in a team and under pressure
• Demonstrates accountability, teamwork, and a customer-focused mindset