1st Line Support

Intec Select Ltd; Greater London; Hybrid; GBP 21,000 - 35,000; Full time

Job summary

Intec Select Ltd. is seeking a Service Desk Analyst to be the first point of contact for IT support. You will resolve incidents and service requests efficiently while maintaining a high standard of customer service.

This hybrid role is based in London and offers permanence or contract arrangements. The role requires 1-3 years in IT support, hands-on experience with ITSM tools, and familiarity with Windows 10/11 and M365.

Qualifications

• 1-3 years of experience in a Service Desk, Help Desk, or IT Support role.
• Experience with ITSM tools such as ServiceNow, Jira Service Management, Freshservice, or similar.
• Windows 10/11 and Microsoft 365 support experience.
• Exposure to Active Directory, Entra ID, Exchange Online, and endpoint management.
• ITIL Foundation or relevant technical certifications are a plus.

Responsibilities

• Log, categorise, prioritise, and manage incidents through an ITSM platform.
• Provide first-line troubleshooting for hardware, software, network, and application issues.
• Manage user account administration, including password resets, access requests, and onboarding.
• Provide customer support across phone, email, chat, and self-service channels.
• Maintain knowledge articles and contribute to continuous improvement.
• Meet SLAs and KPIs, participate in shift rotations, and support major incidents.

Skills

IT support

ITSM tools

Windows 10/11

M365

AD/Entra ID

Exchange Online

ITIL Foundation

Tools

ServiceNow

Jira Service Management

Freshservice

Job description

Salary: £? - ? per year

Requirements:

• 1-3 years of experience in a Service Desk, Help Desk, or IT Support role
• Experience with ITSM tools such as ServiceNow, Jira Service Management, Freshservice, or similar
• Windows 10/11 and Microsoft 365 support experience
• Exposure to Active Directory, Entra ID, Exchange Online, and endpoint management
• ITIL Foundation or relevant technical certifications are a plus

Responsibilities:

• Log, categorise, prioritise, and manage incidents through an ITSM platform
• Provide first-line troubleshooting for hardware, software, network, and application issues
• Manage user account administration, including password resets, access requests, and onboarding
• Provide customer support across phone, email, chat, and self-service channels
• Maintain knowledge articles and contribute to continuous improvement
• Meet SLAs and KPIs, participate in shift rotations, and support major incidents

Technologies:

• Active Directory
• Hardware
• Support
• ITIL
• ITSM
• JIRA
• Microsoft 365
• Network
• ServiceNow
• Windows
• Office 365

More:

Were hiring a Service Desk Analyst to be the first point of contact for IT support, resolving incidents and service requests efficiently while maintaining a high standard of customer service. This is a hybrid role based in London, available on a permanent or contract basis. The salary is up to £35,000, or the contract rate is £200-£250 per day.

last updated 40 week of 2026