L1 Service Desk Analyst

Job Title: L1 Service Desk Analyst

Location: Warrington, UK (Onsite)

Security Clearance: Required Active SC (Security Check)

Role Overview

The L1 Service Desk Analyst provides frontline IT support for end-users at sites across the UK & Europe, resolving common technical issues efficiently while adhering to strict security protocols. This onsite role ensures minimal downtime for critical systems in security-sensitive environments, logging incidents accurately and escalating when needed. Success relies on strong customer service, basic troubleshooting skills, and maintaining compliance with government security standards.

Key Responsibilities

• Answer inbound support calls/emails via service desk tools, logging tickets per ITIL standards. Log, categorise, and prioritise incidents and service requests received.
• Perform initial diagnosis and resolution of L1 issues: hardware (desktops, laptops, peripherals), software (MS Office, O365), connectivity (VPN, Wi-Fi), and basic network and printer problems.
• Verify user identity and access rights, enforcing security policies before providing support.
• Escalate complex L1/L2 issues to senior analysts with full documentation, including error logs and steps taken.
• Update knowledge base with common fixes and follow up on open tickets to ensure resolution.
• Conduct basic asset inventory checks and report on-site hardware/software compliance.
• Participate in on-call rotation for urgent incidents, maintaining 24/7 availability as required.
• Adhere to security protocols: handle classified data appropriately, report suspicious activity, and complete mandatory clearance refreshers.

Essential Skills and Experience

• 2+ years in IT service desk/support, ideally in regulated sectors (government, defence, finance).
• Proven L1 troubleshooting in Windows/macOS environments, Active Directory, O365, Intune, SharePoint and remote tools (TeamViewer).
• Familiarity with ITIL processes, ticketing systems, and basic scripting (PowerShell/Batch).
• Excellent verbal/written English communication for non-technical users.
• Ability to work onsite full-time, with flexibility for shift patterns (8x5)

Qualifications and Clearance

• Bachelor’s degree in computer science or related field preferred.
• IT certifications like CompTIA A+, ITIL Foundation, or Microsoft Modern Desktop Admin preferred.
• Must hold active UK Security Clearance (SC minimum verified pre-start).
• Right to work in the UK without sponsorship.