1st Line Support

Service Desk Analyst - 1st Line Support | Hybrid | Permanent or Contract Overview We're hiring a Service Desk Analyst to be the first point of contact for IT support, resolving incidents and service requests efficiently while maintaining a high standard of customer service. Details Location: London Salary: Up to £35,000 Rate: £200 - £250 P/D Responsibilities Log, categorise, prioritise and manage incidents via ITSM platform First-line troubleshooting for hardware, software, network and application issues Manage user account admin — password resets, access requests, onboarding Deliver customer support across phone, email, chat and self-service Maintain knowledge articles and contribute to continuous improvement Meet SLAs/KPIs, participate in shift rotations and major incident support Skills & Experience 1-3 years in a Service Desk/Help Desk/IT Support role Experience with ITSM tools (ServiceNow, Jira Service Management, Freshservice or similar) Windows 10/11 and M365 support experience Exposure to Active Directory, Entra ID, Exchange Online, endpoint management ITIL Foundation or relevant technical certs a plus 📩 Get in touch or apply below