Salary: £25,000 - 27,000 per year Requirements: Experience in a customer support role with a technical service desk background Knowledge of Dynamics, ServiceNow, or an in-house ticketing system (beneficial but not essential) Excellent communication and interpersonal skills Strong customer service skills with the ability to resolve issues efficiently Organisational skills to manage multiple tasks effectively Technical proficiency in IT Ability to work within service levels and KPIs Responsibilities: Resolve incoming IT queries remotely via email and phone Log details of issues on the company ticketing systems Prioritise and resolve IT concerns, escalating serious issues as necessary Manage assigned tickets in a timely manner, keeping customers updated Perform system installations, updates, and maintenance procedures to avoid service interruptions Provide exceptional customer service to ensure a superb customer experience Prepare training manuals and FAQs for end-user guidance Document processes and maintain service desk records Make recommendations to optimise IT performance and prevent future issues Collaborate with internal departments to ensure IT needs are met Keep informed of advancements in IT Technologies: Support ServiceNow More: We are a leading company within the IT sector, looking for an organised and professional Service Desk Analyst/First Line Support to join our technical team serving a UK-wide client base. We offer a friendly and supportive work environment, along with a competitive salary and excellent opportunities for career progression. last updated 5 week of 2026