1st Line Support

Service Desk Analyst - 1st Line Support | Hybrid | Permanent or Contract

Overview
We're hiring a Service Desk Analyst to be the first point of contact for IT support, resolving incidents and service requests efficiently while maintaining a high standard of customer service.

Details

• Location: London
• Salary: Up to £35,000
• Rate: £200 - £250 P/D

Responsibilities

• Log, categorise, prioritise and manage incidents via ITSM platform
• First-line troubleshooting for hardware, software, network and application issues
• Manage user account admin — password resets, access requests, onboarding
• Deliver customer support across phone, email, chat and self-service
• Maintain knowledge articles and contribute to continuous improvement
• Meet SLAs/KPIs, participate in shift rotations and major incident support

Skills & Experience

• 1-3 years in a Service Desk/Help Desk/IT Support role
• Experience with ITSM tools (ServiceNow, Jira Service Management, Freshservice or similar)
• Windows 10/11 and M365 support experience
• Exposure to Active Directory, Entra ID, Exchange Online, endpoint management
• ITIL Foundation or relevant technical certs a plus

Get in touch or apply below.