1 st Line Service Desk Analyst ROLE PURPOSE The 1st Line Service Desk Analyst is the first point of contact for Oak Furnitureland colleagues who need IT support. The analyst logs, triages and resolves most incidents and service requests, keeps users informed throughout the process and hands over complex issues to 2nd Line support with clear notes. Accurate ticket data, clear communication and concise “how-to” guides drive fast resolution and high customer satisfaction. This role includes Saturday morning cover on a rota basis (half-day about once every four weeks) with time off in lieu. Core Responsibilities Receive and log all calls, emails and self-service tickets within service-level targets, assigning correct priority and category. Resolve routine requests such as password resets, MFA unlocks, starter and leaver account actions, printer queue clears, VPN issues and common Microsoft 365 problems. Build or re-image Windows laptops, troubleshoot peripherals and phones, reinstall standard applications and verify basic network connectivity. Provide regular status updates, set clear expectations on resolution times and confirm user satisfaction before closing tickets. Escalate unresolved or complex incidents to 2nd Line with diagnostics, steps taken and user-impact notes. Create or update quick-reference guides whenever new fixes are identified to assist colleagues and improve service efficiency. Skills And Experience Customer-centred mindset with a genuine desire to help colleagues. Clear, confident communicator able to explain technical issues in plain language. Logical problem-solver who stays calm under pressure and manages multiple priorities. High attention to detail when recording ticket data and following procedures. Proactive team player who shares knowledge and suggests service improvements. Experience in a customer-facing IT support or service-desk role. Working knowledge of Windows 10/11, Microsoft 365 and Active Directory user management. Familiarity with an IT service-management or ticketing tool. Strong troubleshooting and fault-finding abilities. Excellent verbal and written communication skills. ITIL Foundation certification. Exposure to basic networking concepts such as TCP IP, DNS and DHCP. Experience with Intune or another mobile-device-management platform. Understanding of endpoint-security best practice.