Tier 1 Service Analyst

We’re looking for a Tier 1 Service Analyst to join our Service Desk Team.

The Tier 1 Service Analyst is the first point of contact for customers seeking IT support within an MSP environment. The role involves logging, diagnosing, and resolving a range of IT issues, as well as escalating more complex cases to Tier 2 or 3.

In this role, you will deliver exceptional customer service, troubleshoot effectively, and maintain efficient communication to ensure clients experience minimal downtime. Career Path &

Progression: This role is an entry-level position that offers clear opportunities for career progression within the MSP. As experience and technical skills develop, engineers can move into Tier 2 and Tier 3 roles, specialising in areas such as network administration, cloud services, or cybersecurity.

Reporting to the Service Desk Manager, key responsibilities of the role are as follows:

• Customer Support & Issue Resolution Provide first-line technical support via phone, email, or through a ticketing system
• Troubleshoot and resolve hardware, software, and network-related issues
• Follow the defined processes for incident and problem management, including proper documentation
• Escalate unresolved issues to higher-tier engineers in accordance with SLA timeframes
• Ticket Management
• Accurately log all issues, requests, and tasks using the service desk ticketing system
• Track, prioritise, and manage tickets to ensure prompt resolution within SLA guidelines
• Effectively keep clients informed of ticket progress and resolution status Incident & Request Management
• Triage all incidents, and perform an initial diagnosis.
• Where incident is simple, progress the incident through to resolution or until escalation time is reached
• Take ownership of Service Requests ensuring that they are actioned or escalated within SLA
• Hardware & Software Support Assist with the installation, configuration, and maintenance of end-user hardware and software
• Support users with email, Office 365, Active Directory, VPN, and other applications
• Provide basic network troubleshooting (e.g. Wi-Fi, connectivity issues, printer configuration).
• User Account Management; create, modify, and disable user accounts in Active Directory, Office 365, and other systems
• Reset passwords and troubleshoot login/ authentication issues
• Monitoring & Incident Reporting
• Monitor client systems and alert management teams of potential issues
• Create incident reports and participate in post incident reviews where necessary
• Collaboration & Documentation
• Work closely with Tier 2 and Tier 3 teams to ensure seamless resolution of escalated issues
• Maintain and update technical documentation, knowledge base articles, and SOPs for end-users and support teams Training & Development
• Keep up-to-date with emerging technologies, products, and IT best practices
• Actively participate in internal training to advance to higher technical levels
• Proactively utilise the online training portals made available

Skills, knowledge, competencies that are required for the role are as follows:

Essential

Technical

• Knowledge Good understanding of Windows OS, Microsoft Office, and Office 365 suite Basic knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Familiarity with Active Directory user management
• Experience using remote desktop tools to troubleshoot end-user issues

Communication

• Excellent verbal and written communication skills
• Ability to simplify technical information for non technical users
• Strong customer service orientation, with a polite and friendly attitude

Problem-Solving

• Logical approach to troubleshooting and issue resolution
• Ability to prioritise tasks effectively and manage time efficiently

Teamwork & Collaboration

• Work collaboratively with other service desk engineers and cross-functional teams
• Willingness to ask for help and share knowledge with colleagues

Attention to Detail

• Ability to document issues, resolutions, and ongoing activities with precision
• Maintain clear, concise, and accurate records in the ticketing system

Other

• Previous experience in a customer-facing IT support role, ideally within an MSP environment
• Familiarity with ITIL principles and best practices Knowledge of desktop and laptop hardware troubleshooting
• Basic understanding of cybersecurity practices Industry certifications (e.g., CompTIA A+, Microsoft 365 Fundamentals)

Desirable

• Experience working in an IT Managed Service Provider (MSP) setting Familiarity with IT service management tools (e.g., HaloPSA, ConnectWise, Autotask)
• Experience supporting cloud-based services such as Microsoft Azure and Microsoft 365
• Exposure to mobile device management (MDM) solutions.