First-Line Service Desk Analyst - Hybrid IT Support

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

Job summary

Intec Select Limited is seeking a Service Desk Analyst to be the first point of contact for IT support, handling incidents and service requests with a focus on customer service in a hybrid London-based role.

You will log, triage and resolve issues across Windows 10/11, M365, AD, Entra ID and Exchange Online, with 1-3 years’ experience, and contribute to knowledge articles and continuous improvement.

Qualifications

• 1-3 years in a Service Desk/Help Desk/IT Support role.
• Experience with ITSM tools such as ServiceNow, Jira Service Management, Freshservice or similar.
• Windows 10/11 and M365 support experience.
• Exposure to Active Directory, Entra ID, Exchange Online, endpoint management.
• ITIL Foundation or relevant technical certs are a plus.

Responsibilities

• Log, categorise, prioritise and manage incidents via ITSM platform.
• First-line troubleshooting for hardware, software, network and application issues.
• Manage user account admin - password resets, access requests, onboarding.
• Deliver customer support across phone, email, chat and self-service, maintain knowledge articles.
• Contribute to continuous improvement and meet SLAs/KPIs, participate in shift rotations and major incident support.

Skills

Service Desk/Help Desk

ITSM tools

Windows 10/11 & M365

Active Directory / Entra ID / Exchange

Endpoint management

ITIL Foundation or certs

Education

ITIL Foundation or relevant certs

Tools

ServiceNow

Jira Service Management

Freshservice

Job description

Intec Select Limited is seeking a Service Desk Analyst to be the first point of contact for IT support, handling incidents and service requests with a focus on customer service in a hybrid London-based role.

You will log, triage and resolve issues across Windows 10/11, M365, AD, Entra ID and Exchange Online, with 1-3 years’ experience, and contribute to knowledge articles and continuous improvement.