First Line IT Service Desk Analyst

First Line IT Service Desk Analyst
Waterlooville
Permanent Full Time Hybrid
28,000

Role Overview

Provide first-line technical support to users by resolving IT incidents and service requests, delivering excellent customer service, and ensuring issues are managed efficiently from initial contact through to resolution or escalation.

Key Responsibilities

• Act as the first point of contact for IT support, providing professional and customer-focused assistance.
• Log, prioritise, troubleshoot and resolve first-line incidents and service requests.
• Maintain accurate records within the IT service management system and keep users informed throughout the support process.
• Escalate complex issues to senior technical teams with clear and complete handover information.
• Support user account administration, including joiners, movers and leavers.
• Work within agreed service levels, following established procedures and security policies.
• Contribute to service improvements, documentation and knowledge sharing within the team.
• Maintain awareness of information security requirements and protect organisational and customer data.

Skills & Experience

Essential

• Previous experience in a First Line Service Desk, Helpdesk or MSP environment.
• Good knowledge of Microsoft 365 administration and troubleshooting.
• Experience using IT ticketing or service management systems.
• Strong communication, customer service and problem-solving skills.
• Ability to prioritise workload, follow processes and work to SLAs.

Desirable

• ITIL knowledge or certification.
• Experience working within ISO or other structured service management environments.

Personal Attributes

• Customer-focused, professional and dependable.
• Calm under pressure with a methodical approach to problem solving.
• Strong organisational skills and attention to detail.
• Able to work independently while contributing effectively to a collaborative team.
• Takes ownership of work and recognises when escalation is required.

Benefits

• Pension scheme and life assurance.
• Private healthcare.
• Hybrid working.
• Training and professional development.
• Generous annual leave.
• Employee Assistance Programme.
• On-site parking and employee wellbeing initiatives.

Apply now or call Lynsey at Key Recruitment for more information