Job Description

IT Service Desk Analyst (1st Line)

Provide first-line support to internal users across multiple sites, following Service Desk procedures and SLAs.

Key Responsibilities

* Act as the first point of contact for technical incidents and queries via phone, email, remote tools, and walk-ins

* Log, update, and manage tickets accurately in the Service Desk system

* Investigate issues using standard troubleshooting techniques, resolving where possible or escalating when required

* Monitor Service Desk phones and inboxes, ensuring timely responses

* Develop and maintain simple procedures for common issues (“quick wins”)

* Review escalated tickets to ensure SLA compliance

* Support general IT administration, including documentation and procurement

* Carry out other tasks as directed by IT management

Essential Requirements

Qualifications

* Diploma or NVQ in IT or a related subject (desirable, not essential)

* Awareness of ITIL or similar frameworks is an advantage

Experience

* General experience using computers

* Previous customer-facing experience

Knowledge & Skills

* Strong communication and telephone skills

* Excellent customer service approach

* Working knowledge of Windows and Microsoft Office (Word, Excel, Outlook)

* Good problem-solving and analytical skills

* Ability to work well in a team and under pressure

* Demonstrates accountability, teamwork, and a customer-focused mindset