Hybrid Service Desk Analyst — First-Line IT Support

Intec Select Ltd

Greater London

Hybrid

GBP 21,000 - 35,000

Full time

10 days ago

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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.