Service Desk Analyst - 1st Line Support | Hybrid | Permanent or Contract
Overview We're hiring a Service Desk Analyst to be the first point of contact for IT support, resolving incidents and service requests efficiently while maintaining a high standard of customer service.
Details
Location: London
Salary: Up to £35,000
Rate: £200 - £250 P/D
Responsibilities
Log, categorise, prioritise and manage incidents via ITSM platform
First-line troubleshooting for hardware, software, network and application issues
Manage user account admin — password resets, access requests, onboarding
Deliver customer support across phone, email, chat and self-service
Maintain knowledge articles and contribute to continuous improvement
Meet SLAs/KPIs, participate in shift rotations and major incident support
Skills & Experience
1-3 years in a Service Desk/Help Desk/IT Support role
Experience with ITSM tools (ServiceNow, Jira Service Management, Freshservice or similar)
Windows 10/11 and M365 support experience
Exposure to Active Directory, Entra ID, Exchange Online, endpoint management
ITIL Foundation or relevant technical certs a plus