1st Line IT Service Desk Analyst – Growth & Perks

The Citation Group; Wilmslow; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

25 days holiday + 8 bank holidays

Birthday day off

Post-wedding leave options

Vouchers for growing families

Healthcare cash plan

Job summary

The Citation Group is hiring for an IT Service Desk professional to be the first point of contact for internal staff across two sites. You will handle requests via portal, phone and in person, providing 1st line support and keeping customers informed throughout the lifecycle of incidents.

We value excellent customer service, clear communication, and a proactive approach to resolving issues while maintaining accurate records and contributing to a high-quality IT environment.

Qualifications

• Excellent customer service skills with a friendly and approachable manner.
• Empathy and understanding of customer needs.
• Effective organisation and time management skills.
• Good technical understanding of computers, networks and communications systems.
• Exceptional attention to detail.
• Ability to work accurately under pressure.
• Excellent communication and interpersonal skills.

Responsibilities

• Supporting internal staff over 2 sites on a weekly basis.
• Receiving and handling requests for service via portal, telephone or face to face, following SLA procedures.
• Log incidents and service requests with accurate records.
• Identify and classify incident types and service interruptions.
• Provide 1st line technical support to staff.
• Act as customer liaison and deliver excellent customer experience.
• Take ownership of user requests and be proactive in issue resolution.
• Provide updates to customers on call progression.
• Administer required systems and documentation.
• Liaise with 2nd/3rd line and vendor support teams as needed.
• Escalate calls when necessary and monitor SLA performance.
• Maintain the IT asset register.
• Travel to other offices as required.
• Support hours: 8am–6pm, Monday to Friday, with a shift rota.

Skills

Customer service

Empathy

Organisation

Attention to detail

Communication

Teamwork

Tools

Windows 11

M365

Active Directory

ITSM Tools

MS Outlook

MS Teams

GoToAssist

SharePoint

Job description

The Citation Group is hiring for an IT Service Desk professional to be the first point of contact for internal staff across two sites. You will handle requests via portal, phone and in person, providing 1st line support and keeping customers informed throughout the lifecycle of incidents.

We value excellent customer service, clear communication, and a proactive approach to resolving issues while maintaining accurate records and contributing to a high-quality IT environment.