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About the Role
IT 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 Requirements
Qualifications
* Diploma or NVQ in IT or a related subject (desirable...
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 Requirements
Qualifications
* Diploma or NVQ in IT or a related subject (desirable...
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