1st Line Service Desk Analyst

Context Recruitment; Brighton; Hybrid; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Context Recruitment is seeking a 1st Line Service Desk Analyst for a growing telecoms provider in Central Brighton. You will be the first point of contact for customer queries via phone, email and tickets, performing initial troubleshooting and incident triage.

You will work with networking and telephony tech, escalate as needed, and maintain service levels while delivering excellent customer support. The role moves from office-based to a hybrid pattern with two days from home.

Qualifications

• Previous experience in a 1st Line Support, Service Desk, Helpdesk or Technical Support role.
• Strong customer service and communication skills.
• Interest in technology, networking and telecommunications.

Responsibilities

• Act as the first point of contact for customer support enquiries via phone, email and ticketing systems.
• Troubleshoot and resolve first-line technical issues, escalating more complex faults when required.
• Accurately log, prioritise and manage support tickets through to resolution.
• Communicate with customers throughout the support process, ensuring a high level of service.
• Support a range of network and telecommunications-related products and services.

Skills

1st Line Support

Service Desk

Customer service

Communication skills

Networking basics

Technical support

Tools

Ticketing systems

Phone support

Job description

1st Line Service Desk Analyst

Location: Central Brighton

Paying between £28,000 - £32,000, depending on experience

A growing telecommunications provider based in Central Brighton, is seeking a personable and technically-minded 1st Line Technical Support Engineer to join their Service Desk team.

Supporting customers across a range of network and telephony services, you'll be the first point of contact for technical queries, taking ownership of initial troubleshooting, incident triage and escalation where required. This is an excellent opportunity for someone who enjoys technology, delivering great customer service and building a career within a growing telecoms environment.

Working closely with an experienced technical team, you'll gain exposure to networking, infrastructure and telecommunications technologies while developing your technical skillset in a supportive environment.

The Role

• Act as the first point of contact for customer support enquiries via phone, email and ticketing systems
• Troubleshoot and resolve first-line technical issues, escalating more complex faults when required
• Accurately log, prioritise and manage support tickets through to resolution
• Communicate with customers throughout the support process, ensuring a high level of service
• Support a range of network and telecommunications-related products and services

About You

• Previous experience in a 1st Line Support, Service Desk, Helpdesk or Technical Support role
• Strong customer service and communication skills
• A genuine interest in technology, networking and telecommunications.
• Ability to troubleshoot issues methodically and remain calm under pressure
• Experience using ticketing or service management systems

Any knowledge or experience of networking and telephony technologies would be highly beneficial, including exposure to areas such as TCP/IP, VoIP, SIP, LAN/WAN connectivity or telecommunications services.

Location: Central Brighton

Salary: £28,000-£32,000 per annum

Working Pattern: Office-based initially, moving to a hybrid model with 2 days working from home