IT Service Desk Analyst (1st Line)
Provide first-line support to internal users across multiple sites, following Service Desk procedures and SLAs.
Key Responsibilities
* Act as the first point of contact for technical incidents and queries via phone, email, remote tools, and walk-ins
* Log, update, and manage tickets accurately in the Service Desk system
* Investigate issues using standard troubleshooting techniques, resolving where possible or escalating when required
* Monitor Service Desk phones and inboxes, ensuring timely responses
* Develop and maintain simple procedures for common issues (“quick wins”)
* Review escalated tickets to ensure SLA compliance
* Support general IT administration, including documentation and procurement
* Carry out other tasks as directed by IT management
Essential Requirements
Qualifications
* Diploma or NVQ in IT or a related subject (desirable, not essential)
* Awareness of ITIL or similar frameworks is an advantage
Experience
* General experience using computers
* Previous customer-facing experience
Knowledge & Skills
* Strong communication and telephone skills
* Excellent customer service approach
* Working knowledge of Windows and Microsoft Office (Word, Excel, Outlook)
* Good problem-solving and analytical skills
* Ability to work well in a team and under pressure
* Demonstrates accountability, teamwork, and a customer-focused mindset