Hybrid 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

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.