Service Desk Analyst | IT Support | Customer-Facing Technology Environment | £25,000 + Benefits | Office-Based (London)
A Service Desk Analyst is required to join a growing IT function, providing first-line technical support across a multi-site organisation. This is a hands‑on, user-facing role where you will be the first point of contact for IT-related issues, ensuring smooth day-to-day operations for internal users.
You will work within a structured service environment, logging, managing, and resolving incidents while delivering a high level of customer service. The role is primarily office‑based, with occasional travel to other sites alongside senior technicians when required.
The Role
* Act as the first point of contact for IT support queries via phone, email, and face‑to‑face
* Log and manage incidents through to resolution using the service desk system
* Troubleshoot hardware and software issues across a variety of systems and user setups
* Provide clear guidance to non‑technical users, ensuring issues are understood and resolved efficiently
* Take ownership of tickets, ensuring consistent communication and timely updates
* Support system monitoring and assist in identifying potential issues before escalation
* Work in line with ITIL‑based service management processes
* Assist with hardware setup, deployment, and occasional on-site support across locations
Experience Required
* Previous experience in a 1st Line / Service Desk / IT Support role
* Strong troubleshooting skills across hardware and software environments
* Excellent communication skills with the ability to explain technical issues clearlyExperience working with ticketing/service desk systems
* Ability to prioritise workload and manage multiple tasks under pressure
* Strong organisational skills and attention to detail
* A proactive, positive attitude with a strong customer service mindset
Key Points
📍 London – Primarily office‑based (occasional travel to other sites)
📈 Clear opportunity to develop technical skills within a supportive IT team
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