Your new company You'll join an environment that nurtures talent, supports development and encourages collaborative growth based onsite in BA1 Your new role As a 1st Line Service Desk Analyst, you will play a key role in delivering high quality technical support to colleagues across multiple sites. You will act as a first point of contact for IT issues, ensuring tickets are triaged, resolved or escalated efficiently and with excellent customer service. Working onsite five days per week, you will also take part in the team rota, including occasional travel to Bath, Oxford, London and Swindon. Acting as a single point of contact for Service Desk users and keeping tickets updated at all times. Triaging incidents and service requests, providing resolutions and workarounds in line with agreed 1st Line activities. Escalating complex issues to 2nd and 3rd Line teams with clear, detailed notes. Identifying and escalating Priority 1 & 2 issues and Major Incidents to the Service Desk Manager. Maintaining accurate ticket documentation to aid diagnosis and timely resolution. Supporting colleagues by completing New Starter, Mover and Leaver processes. Building and issuing laptops and mobile phones in line with procedure. Completing administrative duties, including asset register maintenance and purchase order requests. Performing daily system checks to ensure operational continuity. Supporting continuous service improvement initiatives alo...