Job Description:

IT Service Desk Analyst (1st Line Support)

We are seeking a customer-focused IT Service Desk Analyst to be the first point of contact for IT incidents and service requests. You will log, triage, and resolve issues end to end, delivering excellent service in line with SLAs and aiming for first-contact resolution.

This role suits someone who enjoys problem-solving in a fast-paced Managed Services environment and takes pride in delivering a positive customer experience.

Working Hours
24x7x365 shift rota: 4 days on / 4 days off / 4 nights on / 4 days off (12-hour shifts)

Key Responsibilities

• Act as the single point of contact for incidents, requests, and events
• Provide 1st line support via phone and remote tools
• Troubleshoot hardware, software, application, and network issues
• Log, prioritise, update, and escalate tickets in line with SLAs
• Communicate clearly with customers, vendors, and resolver teams
• Monitor alerts, manage events, and maintain documentation

Essential Skills & Experience

• 1–2 years’ IT support experience (Managed Services preferred)
• Windows 7/10/11, Active Directory, Office 365, Exchange
• Basic networking knowledge (e.g. Juniper, Aruba, Fortinet)
• Remote support tools, desktop/laptop support
• Strong troubleshooting, communication, and customer service skills

Desirable

• ITSM tools (e.g. ServiceNow)
• Azure experience or certification
• Endpoint security, web filtering, SharePoint, patching
• Virtualisation or networking/cloud certifications

Key Attributes

• Customer-focused, organised, and proactive
• Strong problem-solving skills
• Able to work independently and under pressure