1st Line Service Desk Analyst

Salary: £24,000 - 28,000 per year

Requirements

• Proven experience within a customer service role
• Background in IT support is desirable
• Degree in IT or a CompTIA certificate (or similar) is beneficial but not essential
• Excellent communication and interpersonal skills
• Strong customer service skills
• Ability to resolve issues efficiently

Responsibilities

• Resolving incoming IT queries remotely via email and phone, or at the office
• Prioritising and resolving IT concerns and escalating serious issues to relevant stakeholders
• Performing system installations, updates, and maintenance procedures to avoid service interruptions
• Working to different service levels and KPIs while providing exceptional customer service
• Preparing training manuals and FAQ materials for easy-access end-user guidance
• Documenting processes and maintaining service desk records
• Making recommendations to optimize IT performance and prevent future problems
• Collaborating with internal departments to ensure IT needs are met
• Keeping informed of advancements in IT

Technologies

• Support

More

We are a leading company within the IT sector, looking to recruit an organised, professional, and efficient 1st Line Service Desk Analyst to join our technical team supporting a UK-wide client base. We offer a friendly and supportive work environment, competitive salary, a superb range of employee benefits, and amazing opportunities for in-house training and personal development within your career.

last updated 16 week of 2026