Job Overview
The Service Desk Analyst (1st Line Support) is responsible for delivering high-quality technical support as the first point of contact for IT-related incidents and service requests. This role requires strong customer service focus, effective troubleshooting capability, and adherence to service management processes to ensure timely resolution or escalation of issues.
Responsibilities
* Provide first-line customer support in response to incidents and service requests, including technical assistance across computer systems, software, and hardware within company-supported and military specification environments.
* Accurately log, update, and maintain ticket progress within the internal service desk system, ensuring all assigned tickets are regularly updated and managed to a high standard.
* Respond to user interactions via multiple channels, including face-to-face, telephone, email, and formal ticketing systems.
* Diagnose and resolve technical issues through effective fault finding and troubleshooting within agreed timeframes.
* When issues fall outside of first-line support remit, correctly categorise, prioritise, and route tickets to the appropriate second-line resolver group or third-party provider.
* Maintain a high level of customer satisfaction by responding to all enquiries and escalations professionally, promoting strong working relationships with stakeholders and service providers.
* Effectively manage workload, prioritising tasks in a dynamic environment with minimal supervision.
* Proactively monitor support workload to ensure applications and hosted environments are supported in line with business priorities and service level expectations.
* Produce and maintain end-user documentation, including training materials, user guides, and FAQ resources to support knowledge sharing and self-service.
Desired Skills & Experience
* Strong customer service skills with the ability to deliver a high standard of user support.
* Ability to manage and prioritise workload effectively in a fast-paced environment.
* Demonstrated accountability and ownership of tasks through to completion.
* Good communication skills, both written and verbal.
* Solid IT literacy, including working knowledge of Microsoft applications.
* Ability to work under pressure in a busy operational environment
* Previous experience within a Service Desk or IT support environment is advantageous, though not essential (full training provided).
* Familiarity with ServiceNow and/or Jira Service Management tools is desirable.
* ITIL Foundation certification (or working towards) is preferred.
Security Requirements
* BPSS pre‑screening required to start.
* Security clearance (SC) required for the role; candidate must hold or be eligible to apply for SC clearance.
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