1st Line Service Desk Analyst

1st Line Service Desk Analyst required by market leading, award winning, professional services organisation based in Bristol. 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)