1st Line IT Service Desk Analyst

The 1st Line IT Service Desk Analyst is responsible for providing first-level technical support to end users, ensuring issues and service requests are logged, triaged, and resolved efficiently. The role acts as the primary point of contact for IT-related issues and plays a critical role in maintaining business continuity and user satisfaction.

• Serve as the first point of contact for IT support via Slack and ticketing system

• Log, categorise, prioritise, escalate, and resolve IT issues and service requests in line with SLAs

• Provide first-time fixes where possible and escalate unresolved issues to 2nd/3rd line support

• Communicate clearly with users regarding issue status and resolution times

• Troubleshoot hardware, software, and network issues (desktops, laptops, printers, peripherals)

• Support Microsoft Windows and/or macOS operating systems

• Assist with Microsoft 365 applications 

• Perform basic user account administration

• Support VPN, remote access, and basic connectivity issues

• Set up IT equipment for new starters (laptops, peripherals, access rights)

• Collect leavers equipment promptly 

• Maintain accurate asset records and user documentation

• Follow IT security and access control procedures and keep documentation up to date

• Create and update knowledge base articles and support documentation

• Identify recurring issues and suggest improvements to systems or processes

• Adhere to ITIL-aligned service management practices

• Previous experience in a 1st Line IT Support or Service Desk role (or strong equivalent experience)

• Strong customer service and communication skills

• Basic understanding of networking concepts (DNS, DHCP, TCP/IP)

• Experience with ticketing systems (e.g. Jira)

• Ability to prioritise workload and work effectively under pressure

• Experience in an ITIL-based service environment

• Exposure to cloud platforms (Microsoft Azure / AWS)

• Knowledge of endpoint management tools (Intune / Jamf)

• Relevant certifications (CompTIA A+, ITIL Foundation, Microsoft Fundamentals)

• Customer-focused and patient approach

• Strong problem-solving skills

• Well-organised with attention to detail

• Willingness to learn and develop technical skills

• Team-oriented with a proactive mindset