Service Desk Analyst MSP North London

Service Desk Analyst (1st Line)

London (NW6)

Hybrid (3 days onsite, 2 days remote) | Occasional client travel

Are you passionate about delivering exceptional IT support and solving problems with a smile? Do you thrive in a fast-paced environment where great customer service meets technical expertise? We're looking for a motivated Service Desk Analyst to join our dynamic Service Delivery Team as the first point of contact for our clients' IT needs.

As a Service Desk Analyst, you'll play a vital role in ensuring our clients receive fast, friendly, and effective support. You'll handle incoming requests, diagnose and resolve issues efficiently, and help keep businesses running smoothly every day.

• Act as the first point of contact for client IT requests and issues via phone, email, and our ticketing system
• Diagnose and resolve 1st line tickets within agreed target resolution times
• Accurately log, classify, and document tickets with clear, detailed notes throughout their lifecycle
• Deliver outstanding customer service and a positive experience at all times
• Manage your personal ticket queue, prioritise workload, and escalate issues following internal processes
• Liaise with third-party vendors and partners to resolve complex issues
• When required, take on the dispatch role — allocating incoming requests and balancing team workloads

• Excellent customer service, telephone, and client-facing skills
• Previous experience providing IT support (1st line or helpdesk)
• Strong troubleshooting skills with Windows OS and Microsoft Office
• Hands-on experience (or solid understanding) of Active Directory, Group Policy, DNS, Office 365, and SharePoint
• A keen interest in networking technologies
• Ability to build, configure, administer, and support Windows devices (laptops, desktops, etc.)
• Clear verbal and written communication skills — able to explain technical issues to users of all skill levels
• A genuine passion for learning new technologies, demonstrated through certifications, personal projects, or self-study
• Strong team player who is also highly self-motivated
• Calm, professional approach when dealing with difficult or demanding situations

• Hybrid working arrangement (3 days a week office, 2 days remote)
• Opportunity to work with a variety of clients across different industries
• A supportive, enterprising team environment that values performance, service, and continuous improvement
• Occasional travel to client sites for hands-on support

If you're a customer-focused IT professional who loves troubleshooting, helping people, and growing your technical skills, we'd love to hear from you.

Ready to apply? Please send your CV and a short covering note explaining why you're a great fit for this role.