Service Desk Analyst
1st Line Support Engineer - Bristol - 6 week contract
We are looking for a Service Desk Analyst to join our customers team on an initial 6 week contract, working within a busy IT service desk environment for a customer based in Bristol.The successful candidate will be responsible for responding to incoming 1st line IT support requests, providing professional and timely assistance to end users. The role will involve troubleshooting a wide range of technical issues, resolving incidents at first point of contact where possible, and escalating more complex issues to the appropriate support teams.
Key Responsibilities
- Act as the first point of contact for IT support queries via telephone, email and service desk ticketing systems.
- Log, categorise, prioritise and manage incoming incidents and service requests.
- Provide 1st line technical support to end users.
- Troubleshoot and resolve common Windows, Microsoft 365, hardware, software and connectivity issues.
- Assist users with password resets, account issues and access requests.
- Provide support for Microsoft Office/Microsoft 365 applications.
- Troubleshoot printers, peripherals and other end-user devices.
- Follow established processes and knowledge articles to resolve incidents efficiently.
- Escalate incidents to 2nd/3rd line teams where required, ensuring all relevant troubleshooting information is captured.
- Keep users updated on the progress of their incidents and requests.
- Maintain accurate and detailed ticket notes.
- Meet agreed SLA and service desk performance targets.
- Identify recurring issues and contribute to the service desk knowledge base.
- Provide a professional and customer-focused service at all times.
Essential Experience
- Previous experience working within a 1st Line Service Desk/Helpdesk/IT Support environment.
- Experience handling a high volume of incoming support requests.
- Good Windows 10/11 troubleshooting experience.
- Experience supporting Microsoft 365 applications.
- Basic knowledge of Active Directory/Microsoft Entra ID.
- Experience using an ITSM or service desk ticketing system.
- Understanding of incident management, prioritisation and escalation.
- Strong telephone and written communication skills.
- Excellent customer service skills.
- Ability to work effectively within a busy service desk team.
If you do not hear back from us within 7 days of sending your application, please assume that you have not been successful on this occasion.
At Lucid, we celebrate difference and value diverse perspectives, underpinned by our values 'Honesty, Integrity and Pragmatism'. We are proud to provide equal opportunities in line with our Diversity and Inclusion policy and welcome applications from all suitably qualified or experienced people, regardless of personal characteristics. If you have a disability or health condition and seek support throughout the recruitment process, please do not hesitate to contact us via the details below.