1st Line Service Desk Analyst

1st Line Service Desk Analyst - 3 Month Rolling Contract - £180 P/D - £240 P/D - Financial Services As a 1st Line Service Desk Analyst, you will be the first point of contact for users seeking technical assistance. You’ll log, categorise, and manage incidents, providing resolutions where possible and escalating when necessary. This role involves both telephone and deskside support, with a strong focus on communication, accuracy, and customer satisfaction.Key Responsibilities

• Log, classify, and process IT incidents and service requests accurately.
• Provide first-line troubleshooting, investigation, and diagnosis.
• Perform routine daily system checks (e.g., backups, server checks).
• Escalate more complex issues to the appropriate teams while ensuring timely updates to users.
• Work within defined Service Level Agreements (SLAs).
• Maintain clear communication with users regarding incident progress and outcomes.
• Support various IT projects and undertake additional tasks as required.

Essential Technical Skills

• Experience with MS Windows Desktop & Server OS (Windows 10/11, Windows Server 2016+).
• Strong knowledge of MS Office, Office 365, Outlook (2016+).
• Active Directory user, group, and computer administration.
• Ability to diagnose and resolve Citrix connectivity issues.

Desirable Technical Skills

• Understanding of PC & server hardware troubleshooting.
• Familiarity with Android/iOS mobile devices.
• Experience with Microsoft Azure and Office 365 admin.
• Troubleshooting video conferencing platforms, especially MS Teams.

Desirable Knowledge

• Understanding of ITIL, particularly Service Operation.

1st Line Service Desk Analyst - 3 Month Rolling Contract - £180 P/D - £240 P/D - Financial Services