1st line support

1st Line Service Desk Analyst
Location: Bath | Hybrid
Salary: up to 30,000 per Annum

A 1st Line Service Desk Analyst is required to join a leading UK professional services and technology-driven organisation, supporting a large internal user base across multiple offices. The company is known for its commitment to service excellence, operational reliability, and continuous improvement-offering a strong environment for professionals who thrive in fast-paced, customer-focused technical support roles.

You will act as the first point of contact for all IT-related issues, providing triage, troubleshooting, and resolution of incidents and service requests within agreed SLAs. The role involves ticket ownership, effective escalation, clear communication, and completing core Service Desk processes including onboarding tasks, hardware builds, and routine system checks. Travel to regional offices will be required as part of a structured rota covering core hours and occasional out-of-hours support.

Skills:

1. Strong customer service and communication skills
2. Solid 1st line troubleshooting and diagnostic ability
3. Experience working with ITSM/ticketing tools and SLA environments
4. Basic hardware/software support knowledge (laptops, mobiles, builds)
5. Ability to document issues clearly and escalate effectively to 2nd/3rd line