Service Desk Analyst (1st line support)
Are you a proactive, determined IT Professional ready to take the next step in your career?
Our client is seeking a customer-focused Service Desk Analyst to play a key role at the frontline of their IT support function. This role is centred on delivering outstanding customer service while providing hands-on troubleshooting across the Microsoft 365 suite, supporting users with everyday technical issues and ensuring a smooth, responsive support experience. If you’re driven by helping others, enjoy problem-solving, and want to build a strong foundation in IT support within a fast-paced environment, this is an excellent opportunity to grow your career.
Responsibilities:
- Respond to client technical issues via phone and email, triaging reported problems, resolving where possible and escalating to senior colleagues when required.
- Log and manage support calls using service desk tools and ITIL-aligned processes, consistently working towards high customer satisfaction, first-call resolution, and wider company KPIs.
- Build and maintain strong customer relationships, including occasional on-site visits within the Greater London area.
- Manage user accounts within Microsoft 365, including licence allocation and administration.
- Administer Active Directory and Azure services, including creating user accounts and updating permissions.
- Use remote support tools such as MDM, remote control, and chat to resolve user requests efficiently.
- Deploy PCs using Windows Autopilot and Intune.
- Set up and configure Windows-based desktops and laptops.
Experience required:
- Previous experience in a 1st line IT support role troubleshooting across Microsoft 365
- A working knowledge of ITIL, incident, problem, and change management.
- Experience taking responsibility and ownership of stakeholders and tasks.
- A strong desire to deliver excellent, proactive customer service.
- Excellent organisational skills with the ability to multitask and work independently.
- A positive, proactive attitude.