Service Desk Analyst (1st Line)
Central Reading - no parking
This is an excellent opportunity to join a FTSE 250 company working in their busy IT team. This role could suit someone who has a strong desire to work in IT with a proven aptitude in this area or someone with 12 months + experience, looking to expand their experience.
As a 1st Line Service Desk Analyst, you'll be the first point of contact for all IT support queries, providing prompt, knowledgeable assistance across hardware, software, network, and application issues. You'll work closely with 2nd and 3rd Line Support, Infrastructure, Application Support, and Cyber Security teams to deliver fast, effective resolutions and contribute to continuous improvement across the IT environment.
Operating Monday-Friday, 07:00-19:00, the Service Desk leverages ServiceNow to log, track, and resolve incidents, aiming to resolve 65% of issues at first contact. You will need to be prepared to work on rotating shifts, week one starting at 7am and finishing earlier and week 2 starting later and finishing at 7pm, Monday to Friday only.
Your role:
* Provide professional support via phone, email, and live chat, troubleshooting end-user IT issues across Windows, Office 365, printers, networks, and business-critical applications
* Resolve technical incidents efficiently, using internal knowledge bases and documented procedures, escalating complex issues to the correct 2nd/3rd Line teams
* Accurately log, update, and close tickets in ServiceNow, ensuring clear documentation of troubleshooting steps and resolutions
* Support Active Directory, Azure accounts, Windows 11 administration, and basic networking
* Contribute to knowledge base improvements, documenting recurring issues and best practice solutions
* Maintain KPIs for resolution times, customer satisfaction, and first-contact resolution rates
* Assist with minor hardware/software deployments, account management, and configuration tasks as required
What We're Looking For
Essential:
* Strong communication skills and a customer-first approach
* Natural problem solver, able to stay calm under pressure
* Technical curiosity and proactive learning attitude, particularly in Windows 11, Active Directory, Azure, and Office 365
* Ability to research undocumented issues and update knowledge base articles
Desirable:
* 12-18 months of 1st Line IT Support or Service Desk experience
* Experience providing remote and in-person support across a range of devices and platforms
* Familiarity with MS Teams, MDM, Zscaler, Mimecast, basic networking/Wi‑Fi troubleshooting
* CompTIA A+ or equivalent IT qualification
Benefits:
* Competitive salary plus annual discretionary bonus
* 25 days' holiday with buy/sell flexibility
* Pension matching, healthcare plans, life assurance, and retail discounts
* Flexible benefits package, Employee Assistance Programme, and Digital GP service
* Paid volunteering days and referral bonuses
* Career development opportunities within a fast-growing, technology-driven business
#J-18808-Ljbffr