Job Title: Service Desk Analyst (1st line)
Location: Fareham
Contract length: 6 months (rolling contract)
Pay rate: £19.00 per hour
Role Overview
We are looking for a proactive and customer-focused 1st Line Service Desk Analyst to join our IT team. This role is the first point of contact for users seeking technical assistance and plays a key part in ensuring smooth IT operations across the business. You will provide support for hardware, software, and systems, escalating issues where necessary while delivering excellent customer service.
Key Responsibilities
* Act as the first point of contact for IT-related queries via phone, email, and ticketing system.
* Log, categorise, and prioritise all incidents and service requests accurately.
* Troubleshoot and resolve 1st line technical issues, including password resets, basic software/hardware faults, and connectivity problems.
* Escalate complex incidents to 2nd Line or specialist teams when necessary.
* Provide clear communication and updates to users on the progress of their requests.
* Maintain accurate records in the service management tool in line with SLAs.
* Assist with the setup of user accounts, access permissions, and IT equipment.
* Contribute to the creation and maintenance of knowledge base articles and support documentation.
* Follow IT policies, security standards, and best practices.
Skills & Experience
Essential:
* Previous experience in a customer service or IT support role.
* Strong communication and interpersonal skills with a customer-first attitude.
* Basic knowledge of Microsoft Windows, Office 365, and common business applications.
* Familiarity with Active Directory, remote access tools, and ticketing systems.
* Ability to work in a fast-paced environment and manage multiple priorities.
Desirable:
* ITIL Foundation knowledge or certification.
* Experience supporting mobile devices and printers.
* Awareness of cyber security best practices.
Personal Attributes
* Problem-solving mindset with a logical approach.
* Team player who is reliable and adaptable.
* Eager to learn and develop technical skills
* Professional, patient, and empathetic when dealing with users.