1st Line Service Desk Analyst

1st Line Service Desk Analyst Location: Central London Salary: Up to £30,000 (DoE)Are you someone who enjoys solving problems, helping people and working with the latest technology? We are looking for a 1st Line Service Desk Analyst to join one of the highest ranked Managed Service Providers in the UK and Europe, where every day is different and offers the chance to build your skills.As a 1st Line Service Desk Analyst, you will be on the front line of IT support, ensuring customers get the help they need quickly and effectively. You will work in a fast-paced environment, dealing with a variety of technologies, and developing your expertise through collaboration with a skilled and experienced team.What you will be doing as a 1st Line Service Desk Analyst:

• Acting as the first point of contact for IT support, responding to calls, emails and tickets through Autotask
• Diagnosing and resolving first line issues within agreed SLAs
• Taking ownership of tickets from start to finish while keeping customers updated
• Liaising with third party vendors when an escalation is required
• Recording all actions accurately so the team has a clear record of activity

Skills we are looking for in a 1st Line Service Desk Analyst:

• Previous experience in an MSP environment with strong IT support skills
• Confident troubleshooting Windows operating systems and Microsoft Office
• Working knowledge of Active Directory, DNS, Datto RMM, Office 365 and SharePoint
• Clear and confident communication skills, both written and verbal
• Ability to manage multiple tickets while staying organised
• A genuine passion for technology and a desire to continue learning

Who you are:

• A collaborative team player who can also work independently when required
• Professional, calm and solutions focused under pressure
• Someone who enjoys working in a dynamic environment and is eager to grow their skills

This is more than just another IT role. It is an opportunity to join a leading MSP where your work will be valued, your skills will be challenged and your career will have the space to grow. If becoming a 1st Line Service Desk Analyst in a supportive and forward-thinking team sounds like the right move for you, we would like to hear from you.