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- Tasks: Be the go-to person for IT support, solving problems and keeping users connected worldwide.
- Company: Join a dynamic team at First Recruitment Group, focused on people and diversity.
- Benefits: Full-time contract until January 2026 with opportunities for growth and development.
- Why this job: Make a real difference by enhancing user experience and tackling tech challenges.
- Qualifications: Must be a Sole British National with IT support experience and strong communication skills.
- Other info: Work in a collaborative environment with a focus on professional development.
The predicted salary is between 30000 - 42000 £ per year.
Be the first point of contact in IT support – solving problems and keeping users connected across the globe.
Our Client has a requirement for a Service Desk Analyst / 1st Line Support, who will be required to work on a short term contract basis until January 2026, full time on site in Reading.
Role Purpose:
- Provide essential first-line IT support to global end-users via ServiceNow.
- Ensure efficient incident and request resolution, escalating where needed.
- Support proactive engagement activities (Tech Bar sessions, Tech Tuesday newsletters).
- Contribute to improving end-user experience and reducing recurring demand.
Job Role Responsibilities:
- Manage lifecycle of ServiceNow tickets – log, resolve, escalate.
- Administer user accounts in Active Directory (group memberships, permissions).
- Troubleshoot Windows 10/11, Microsoft 365, Azure, applications, printing, networking, and telephony.
- Support video conferencing systems (Teams, Zoom, meeting room facilities).
- Collaborate with L2/L3 colleagues for seamless handover.
- Maintain clear communication with users throughout the resolution process.
- Identify and report recurring issues and contribute to Knowledge Base articles.
- Perform additional IT-related duties as required by management.
Experience / Skills / Knowledge / Qualifications:
- Due to the nature of the work, candidates must be Sole British National
- Experience in IT support or service desk environment.
- Strong knowledge of Windows 10/11, Microsoft 365, and Azure.
- Familiarity with ServiceNow or similar ticketing systems.
- Active Directory administration skills.
- Basic networking knowledge (IP, DNS, WiFi troubleshooting).
- Experience with EUC environments, SCCM, Intune.
- Excellent communication and customer service skills.
- Professional, proactive, and problem-solving approach.
- Desirable: Microsoft certifications (MS-100/101/102), automation/scripting skills, Power Platform exposure.
Company Information
At First Recruitment Group we understand just how important it is to secure the right people. That is why our Recruitment Consultants always take the time to understand requirements in detail and offer sound advice to both clients and candidates. We actively recruit at all levels and this is a superb opportunity for a Service Desk Analyst / 1st Line Support looking for new employment.
As part of putting people first, we strive to be an equal opportunities employer and we are always looking to increase the diversity of our workforce, working closely with our clients to ensure everyone is included.
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Service Desk Analyst/1st Line Support employer: First Technical Recruitment
Contact Detail:
First Technical Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst/1st Line Support
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Service Desk Analyst role. You never know who might have a lead or can put in a good word for you.
✨Tip Number 2
Practice your interview skills! Get a mate to throw some common IT support questions your way. The more comfortable you are with your answers, the better you'll come across when it counts.
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you've tackled tricky IT issues in the past. This will demonstrate your proactive approach and customer service skills.
✨Tip Number 4
Don't forget to apply through our website! We’ve got loads of opportunities that might just be perfect for you. Plus, applying directly shows your enthusiasm and commitment to joining the team.
We think you need these skills to ace Service Desk Analyst/1st Line Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in IT support and familiarity with tools like ServiceNow. We want to see how your skills match the job description, so don’t be shy about showcasing your knowledge of Windows 10/11 and Microsoft 365!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the Service Desk Analyst role. Share specific examples of how you've solved problems in the past and how you can contribute to improving the end-user experience.
Show Off Your Communication Skills: Since this role involves keeping users connected, it’s crucial to demonstrate your excellent communication skills. In your application, highlight any experiences where you’ve effectively communicated technical information to non-technical users.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any updates. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at First Technical Recruitment
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows 10/11, Microsoft 365, and Azure. Be ready to discuss how you've used these tools in past roles, as well as any troubleshooting you've done. This will show that you're not just familiar with the software but can also handle real-world issues.
✨Familiarise Yourself with ServiceNow
Since you'll be managing ServiceNow tickets, it’s crucial to understand how the system works. If you have experience with similar ticketing systems, be prepared to explain that too. Knowing how to log, resolve, and escalate tickets will give you a leg up in the interview.
✨Show Off Your Communication Skills
As a Service Desk Analyst, clear communication is key. Practice explaining technical concepts in simple terms, as you’ll need to keep users informed throughout the resolution process. Think of examples where you’ve successfully communicated with non-technical users.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that test your problem-solving skills. Think about common IT issues you’ve encountered and how you resolved them. This will demonstrate your proactive approach and ability to think on your feet.
