Full job descriptionService Desk Analyst - 1st Line Support | Hybrid | Permanent or Contract

Overview
We’re hiring a Service Desk Analyst to be the first point of contact for IT support, resolving incidents and service requests efficiently while maintaining a high standard of customer service.

Details
*Location: London
*Salary: Up to £35,000
*Rate: £200 - £250 P/D

Responsibilities
*Log, categorise, prioritise and manage incidents via ITSM platform
*First-line troubleshooting for hardware, software, network and application issues
*Manage user account admin — password resets, access requests, onboarding
*Deliver customer support across phone, email, chat and self-service
*Maintain knowledge articles and contribute to continuous improvement
*Meet SLAs/KPIs, participate in shift rotations and major incident support

Skills & Experience
*1-3 years in a Service Desk/Help Desk/IT Support role
*Experience with ITSM tools (ServiceNow, Jira Service Management, Freshservice or similar)
*Windows 10/11 and M365 support experience
*Exposure to Active Directory, Entra ID, Exchange Online, endpoint management
*ITIL Foundation or relevant technical certs a plus

Get in touch or apply below.