1st Line Service Desk Analyst

1st Line Service Desk Analyst required by market leading, award winning, professional services organisation based in Central London. This is an excellent opportunity for someone with a passion for technology and customer service to develop their skills within a supportive environment, acting as the first point of contact for IT support across the business.

The Role

Working as part of a collaborative IT team and reporting to the Service Desk Manager, you will provide front-line support to users, ensuring issues are logged, diagnosed, and resolved efficiently.

Key responsibilities include:

• Acting as the first point of contact for all IT support queries
• Logging, categorising, troubleshooting, and resolving technical issues
• Escalating more complex problems to 2nd line support where required
• Supporting a range of applications, including Microsoft 365 and other business systems
• Assisting with hardware and software installations, configurations, and upgrades
• Contributing to IT projects, including system upgrades and new implementations
• Delivering a high level of customer service with a positive and proactive approach

This is a user-facing and telephone support role, requiring strong communication skills and a professional, approachable manner.

About You

• Previous experience in an IT support or helpdesk environment is desirable
• Good working knowledge of Windows 10/11 and Microsoft 365 (Word, Outlook, Excel, PowerPoint)
• Basic understanding of networking and desktop hardware
• Awareness of cyber security best practices
• Strong problem-solving skills and attention to detail
• Excellent communication skills, with the ability to explain technical issues to non-technical users
• A positive, team-oriented attitude with the ability to work independently

Benefits

• Annual bonus
• Private medical insurance (BUPA)
• Competitive pension scheme
• 25 days annual leave
• Additional travel-related benefit (e.g. train/parking support)