IT Service Desk Analyst

IT Service Desk Analyst (1st Line) Provide first-line support to internal users across multiple sites, following Service Desk procedures and SLAs. Key Responsibilities * Act as the first point of contact for technical incidents and queries via phone, email, remote tools, and walk-ins * Log, update, and manage tickets accurately in the Service Desk system * Investigate issues using standard troubleshooting techniques, resolving where possible or escalating when required * Monitor Service Desk phones and inboxes, ensuring timely responses * Develop and maintain simple procedures for common issues (“quick wins”) * Review escalated tickets to ensure SLA compliance * Support general IT administration, including documentation and procurement * Carry out other tasks as directed by IT management Essential Requirements Qualifications * Diploma or NVQ in IT or a related subject (desirable, not essential) * Awareness of ITIL or similar frameworks is an advantage Experience * General experience using computers * Previous customer-facing experience Knowledge & Skills * Strong communication and telephone skills * Excellent customer service approach * Working knowledge of Windows and Microsoft Office (Word, Excel, Outlook) * Good problem-solving and analytical skills * Ability to work well in a team and under pressure * Demonstrates accountability, teamwork, and a customer-focused mindset