Job Overview
The Service Desk Analyst (1st Line Support) is responsible for delivering high-quality technical support as the first point of contact for IT-related incidents and service requests. This role requires strong customer service focus, effective troubleshooting capability, and adherence to service management processes to ensure timely resolution or escalation of issues.
Responsibilities
- Provide first-line customer support in response to incidents and service requests, including technical assistance across computer systems, software, and hardware within company-supported and military specification environments.
- Accurately log, update, and maintain ticket progress within the internal service desk system, ensuring all assigned tickets are regularly updated and managed to a high standard.
- Respond to user interactions via multiple channels, including face-to-face, telephone, email, and formal ticketing systems.
- Diagnose and resolve technical issues through effective fault finding and troubleshooting within agreed timeframes.
- When issues fall outside of first-line support remit, correctly categorise, prioritise, and route tickets to the appropriate second-line resolver group or third-party provider.
- Maintain a high level of customer satisfaction by responding to all enquiries and escalations professionally, promoting strong working relationships with stakeholders and service providers.
- Effectively manage workload, prioritising tasks in a dynamic environment with minimal supervision.
- Proactively monitor support workload to ensure applications and hosted environments are supported in line with business priorities and service level expectations.
- Produce and maintain end-user documentation, including training materials, user guides, and FAQ resources to support knowledge sharing and self-service.
Desired Skills & Experience
- Strong customer service skills with the ability to deliver a high standard of user support.
- Ability to manage and prioritise workload effectively in a fast-paced environment.
- Demonstrated accountability and ownership of tasks through to completion.
- Good communication skills, both written and verbal.
- Solid IT literacy, including working knowledge of Microsoft applications.
- Ability to work under pressure in a busy operational environment
- Previous experience within a Service Desk or IT support environment is advantageous, though not essential (full training provided).
- Familiarity with ServiceNow and/or Jira Service Management tools is desirable.
- ITIL Foundation certification (or working towards) is preferred.
Security Requirements
- BPSS pre‑screening required to start.
- Security clearance (SC) required for the role; candidate must hold or be eligible to apply for SC clearance.
