IT Service Desk Analyst (1st Line Support)
We are looking for an experienced and customer-focused IT Service Desk Analyst to act as the first point of contact for IT Incidents and Service Requests. You will take ownership of customer issues from initial logging through to resolution, ensuring excellent service delivery in line with agreed Service Level Agreements (SLAs).
This role is ideal for someone who thrives in a fast-paced Managed Services environment, enjoys problem-solving, and is passionate about delivering a positive customer experience while aiming for first-contact resolution wherever possible.
Normal Hours of Work:Monday to Sunday, 24x7x365 Shift Rota.4 days on, 4 days off, 4 nights on, 4 days off. Shifts will be 12 hours
Key Responsibilities
1. Act as the single point of contact for IT Incidents, Requests, and Events
2. Log, classify, prioritise, and manage tickets in line with SLAs
3. Provide first-line technical support via telephone and remote tools<...