Full job descriptionIT 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 RequirementsQualifications
*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