1st Line Service Desk Analyst

iO Associates; Lancashire; On-site; GBP 21,000 - 32,000; Full time

Job summary

iO Associates are exclusively supporting a leading tech company with scaling their Service Desk team to support a major service transition. You will be the friendly, reliable first point of contact for end users, handling high-volume fixes in Lancashire, UK.

This is an urgent hire following a one-stage face-to-face interview process. You must be able to travel to Lancashire and have the right to work in the UK as sponsorship is not provided.

Qualifications

• Minimum 2 years in a service desk or 1st line support role.
• Strong customer service and communication skills.
• Practical troubleshooting ability with a calm, can-do approach.
• Exposure to Remedy and/or ServiceNow is desirable.
• Experience working through service transitions/change programmes is desirable.

Responsibilities

• Provide 1st line support via phone and ticketing system.
• Handle common requests such as password resets and basic hardware/app troubleshooting (e.g., camera not working).
• Log, update, and maintain accurate tickets and notes.
• Where issues need escalation, define the work package clearly and pass to the relevant resolver group/provider.
• Support the operational transition (including system/process change as tooling evolves).

Skills

1st line support

Customer service

Troubleshooting

Communication

Tools

Remedy

ServiceNow

Job description

iO Associates are exclusively supporting a leading tech company with scaling their Service Desk team to support a major service transition. This is a great chance to join a fast-moving environment where you'll be the friendly, reliable first point of contact for end users, handling the high-volume fixes.

Responsibilities:

• Provide 1st line support via phone and ticketing system
• Handle common requests such as password resets and basic hardware/app troubleshooting (e.g., camera not working)
• Log, update, and maintain accurate tickets and notes
• Where issues need escalation, define the work package clearly and pass to the relevant resolver group/provider
• Support the operational transition (including system/process change as tooling evolves)

Tech environment

• Microsoft stack / business applications
• Corporate mobiles (Samsung) and Vodafone phones
• Service tooling transition

Experience required:

• Minimum 2 years prior experience in a service desk / helpdesk / 1st line support role
• Strong customer service and communication skills
• Practical troubleshooting ability and a "can do / stay calm" approach
• Exposure to Remedy and/or ServiceNow (desirable)
• Experience working through service transitions / change programmes (desirable)

This is an urgent hire and they can offer off the back of a one stage F2F interview.

Please note that you must be able to travel to Lancashire and have the right to work in UK as sponsorship is not provided.