Service Desk Analyst - 1st Line

Job Advert

as a Service Desk Analyst and become the ‘Face of IT,’ providing first-line support to our internal teams.

our IT systems and ensuring customer satisfaction, you’ll play a vital role in keeping our organisation running smoothly.

take their support skills to the next level.

If you thrive in a fast-paced environment and are ready to make a real impact, we’d love to hear from you!

Responsibilities:

• Provide high quality ICT services to managers, staff, and other customers with a customer first approach
• Act as a single point of contact, receiving and managing support tickets from internal staff via telephone, email, and

• Ensure all support tickets are logged and triaged in the IT Service Management Software.
• Take ownership of support tickets and follow up the status of problems and communicate updates and progress to customers in a

• Maintain a high degree of customer service for all support queries and adhere to all ITIL / service management principles
• Effectively troubleshoot IT issues relating to hardware (PCs, Mobile Devices, Printers etc.), applications and basic networking

• Escalate unresolved issues to second line and third-line teams
• Conduct start of the day checklist daily and feedback findings to second line support
• Maintaining the Configuration Management Database (CMDB), ensuring ICT assets are kept up-to-date and accurate.
• Ensure relevant documentation stored within the ICT Knowledgebase is kept up to date and to identify any related training needs

• Contribute to monthly ICT Performance Reporting
• Liaise with external 3rd party organisations in relation to fault logging when problems cannot be resolved in-house and

• Contribute to the compliance with I.T. policies and accreditations including ISO 27001 and Cyber Essentials.
• Undertake device provisioning and new starter setup as and when required.

Skills & Experience:

• Evidence of and commitment to continual professional, leadership and personal development.
• Customer oriented approach with excellent customer care skills and ability to build good relationships with internal and

• Demonstrate patience, focus and empathy when liaising with customers as well as excellent listening skills
• Experience in providing 1st line support to end users
• Basic IT skills with a knowledge of computing trends
• Good organisational skills with the ability to prioritise a demanding workload

Interview Process:

• Candidates will undergo in-person interviews, consisting of a competency-based interview.

Additional Information:

Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:

• Right to work verification
• Qualification certificate check
• 2x Completed references
• OH Health Questionnaire – Fit for Work
• DBS check (if required for role)
• Completion of all new starter documentation including signed T&C’s

Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.