Service Desk Analyst (1st Line Support)
Location: North West London
Salary: Up to £28,000 DOE
Working Pattern: Hybrid (3 days office / 2 days home after onboarding period)
A growing and highly regarded Managed Service Provider is looking for a Service Desk Analyst to join its Service Delivery team. This is an excellent opportunity for someone with previous IT support experience who is looking to develop their technical skills within a fast-paced MSP environment.
You'll act as the first point of contact for clients, providing exceptional customer service while resolving a wide range of IT issues across Microsoft technologies and end-user environments.
Responsibilities
As a 1st Line Service Desk Analyst, you will:
- Provide first-line technical support via phone, email, and ticketing systems
- Troubleshoot and resolve IT issues within agreed service levels
- Log, update, and manage support tickets accurately throughout their lifecycle
- Deliver excellent customer service and maintain strong client relationships
- Prioritise and manage your own workload effectively
- Escalate issues to senior engineers where appropriate
- Liaise with third-party vendors and technology partners
- Assist with ticket allocation and workload balancing when required
Qualifications
- Previous experience in an IT Support, Helpdesk, or Service Desk role
- Strong troubleshooting skills across Windows operating systems and Microsoft Office
- Experience supporting or administering:
- Active Directory
- Group Policy
- DNS
- Microsoft 365
- SharePoint
- Basic networking knowledge and a genuine interest in technology
- Experience building, configuring, and supporting Windows desktops and laptops
- Excellent communication and customer service skills
- A proactive attitude and willingness to learn new technologies
- Ability to remain calm and professional when handling challenging situations
What's On Offer?
- Salary up to £28,000 depending on experience
- Hybrid working arrangement
- Structured training and career development
- Exposure to a wide range of technologies and client environments
- Supportive team culture with opportunities for progression
- Opportunity to gain industry certifications and develop your IT career
Company benefits packageThe client is looking to fill this opportunity immediately, so please apply ASAP or feel free to drop me an email with any questions to . com.
Contact
SER-IN