Job Description
1st Line Service Desk AnalystSalary: £27,000-£30,000Location: Huntingdon, CambridgeshireReports To: Service Desk Manager
The Opportunity
Our client, a growing IT services provider, is looking for a 1st Line Service Desk Analyst to join their support team.
This role will suit someone with previous IT support or service desk experience who enjoys helping users, troubleshooting technical issues, and delivering excellent customer service. You will act as the first point of contact for clients, resolving technical problems and escalating more complex issues where required.
Key Responsibilties
* Provide first-line technical support via phone, email, and ticketing system.
* Log, manage, and resolve support tickets in line with agreed service levels.
* Troubleshoot issues relating to Microsoft 365, Windows operating systems, Active Directory, and basic networking.
* Support end-user hardware including laptops, desktops, printers, mobile devices, and VoIP systems.
* Escalate complex issues to senior engineers when required.
* Keep users informed throughout the lifecycle of support tickets.
* Work closely with colleagues and third-party suppliers to ensure timely issue resolution.
* Maintain accurate documentation and update knowledge base articles where appropriate.
* Contribute ideas and improvements to enhance service delivery and team efficiency.
Skills & Experience Required
* Previous experience in an IT Support, Helpdesk, or Service Desk position.
* Good understanding of Microsoft 365, Windows OS, Active Directory, and networking fundamentals.
* Strong customer service and communication skills.
* Ability to troubleshoot and resolve technical issues in a structured manner.
* Organised with excellent attention to detail.
* Able to manage workloads effectively and prioritise tasks.
* Positive, proactive approach with a willingness to learn and develop.
What's On Offer?
* Opportunity to join a growing and supportive IT team.
* Exposure to a wide range of technologies and client environments.
* Ongoing training and development opportunities.
* Clear career progression within a successful IT services business.
* Collaborative and professional working environment.