1st Line Technical Support Analyst

1st Line IT Service Desk Analyst (Inside IR35)

Are you a people-focused IT professional with great communication skills and a passion for problem solving? We’re looking for a 1st Line IT Service Desk Analyst to be the first point of contact for our internal users across multiple sites.

What you’ll do

• Handle incoming IT queries via phone, email and service desk tools
• Log, investigate and resolve issues at first point of contact where possible
• Escalate incidents effectively while meeting SLA targets
• Support day-to-day IT admin, documentation and service improvements

What we’re looking for

• Excellent communication skills and a confident, customer-focused approach
• Comfortable using computers with prior customer-facing experience
• Ability to follow processes and use logical fault-finding techniques
• Awareness of ITIL is a plus (not essential)
• Must be able to pass security clearance