1st Line Technical Support Analyst
Overview
We’re looking for a proactive and customer-focused IT Service Desk Analyst to join our Information Systems team. In this role, you’ll provide first-line technical support to internal users, ensuring a high level of service in line with established procedures and SLAs.
Key Responsibilities
- Act as the first point of contact for all IT-related incidents and service requests via phone, email, and walk-ins
- Log and manage tickets accurately within the Service Desk system, including detailed notes of actions taken
- Perform initial troubleshooting and investigation using remote tools, resolving issues where possible or escalating when required
- Support users face-to-face with technical queries and provide effective solutions where possible
- Contribute to the development of standard operating procedures (SOPs) and “quick win” fixes
- Monitor Service Desk inboxes and phone lines, ensuring timely responses to all queries
- Track escalated tickets to ensure compliance with Service Level Agreements
- Assist with general IT administration, including documentation and procurement activities
- Support additional tasks as directed by IT leadership
About You
Qualifications
- Diploma or NVQ in IT or a communications-related subject (desirable, not essential)
- Awareness of ITIL or similar frameworks is advantageous
Experience
- Comfortable using computers and common business applications
- Previous experience in a customer-facing role
Skills & Knowledge
- Strong communication and telephone skills
- Excellent customer service approach
- Working knowledge of Windows operating systems
- Familiarity with Microsoft Office (Word, Excel, Outlook)
- Good analytical and problem-solving abilities
- Ability to work effectively both independently and as part of a team
- Comfortable working under pressure in a fast-paced environment
What We’re Looking For
A team player who demonstrates accountability, a customer-first mindset, and the confidence to take initiative and solve problems.