First Line Service Desk Analyst

About the Role
We are looking for a motivated and customer-focused First Line Service Desk Engineer to join our growing IT support team. This is a fantastic opportunity for someone with at least 6 months’ experience in an IT support environment who is looking to build their career.

You will be the first point of contact for users, providing high-quality technical support while delivering an excellent customer experience.

Key Responsibilities

• Provide 1st line technical support via phone, email, and remote tools
• Troubleshoot and resolve issues across the Microsoft technology stack
• Log, update, and manage tickets through the service desk system
• Escalate complex issues to 2nd/3rd line teams where appropriate
• Maintain clear communication with users throughout issue resolution
• Deliver a consistently high level of customer service

Requirements

Minimum 6 months’ experience in a Service Desk / IT Support role

Working knowledge of the Microsoft stack, including:

• Windows OS
• Microsoft 365 (Outlook, Teams, SharePoint)
• Active Directory

Strong customer service and communication skills

Ability to troubleshoot and prioritise workloads effectively

A proactive and positive team player

Recruitment Process

1. Telephone interview with the Recruitment Manager
2. 30-minute Microsoft Teams interview with the Hiring Manager
3. Online Thrive Assessment
4. Final stage interview

Benefits

• 23 days annual leave plus your birthday off
• BUPA Cash Plan
• 50% flexible working
• Work from home allowance
• Two charity days per year
• Professional training and funded courses
• Three social events per year
• A leadership role within a growing and innovative business
• Opportunity to influence product, strategy, and delivery
• A collaborative and high-performing team environment
• Competitive salary and benefits package