IT Service Desk Analyst - 1st Line Support, Great Benefits

The Citation Group; Wilmslow; Hybrid; GBP 20,000 - 32,000; Full time

Benefits offered by this job

25 Days of Holiday + 8 Bank Holidays

Birthday Day Off

Post-Wedding Bliss: extra holidays

Growing Families support

Healthcare cash plan

Job summary

The Citation Group is seeking an IT Service Desk professional to join a busy, two-site team supporting over 1600 colleagues. You will provide 1st line technical support, handle requests through multiple channels, and maintain incident records with excellent customer service and timely updates.

You will work across Windows 11, M365 and AD environments, with opportunities to liaise with 2nd/3rd line teams and vendors. A proactive, detail-focused approach is essential.

Qualifications

• Experience providing first-line IT support with strong customer focus.
• Excellent communication and interpersonal skills with a friendly telephone manner.
• Ability to work across two sites and travel as required.
• Solid understanding of Windows-based environments and common tools.

Responsibilities

• Provide 1st line technical support to internal staff.
• Receive and handle service requests via portal, phone and face-to-face.
• Log incidents and requests with accurate records and SLA adherence.
• Escalate to 2nd/3rd line as needed and liaise with vendors.
• Maintain IT asset registers and update documentation.
• Deliver a positive customer experience and own user issues end-to-end.

Skills

Customer service

Communication

Time management

Attention to detail

Problem solving

Teamwork

Education

Experience in IT service desk

Tools

Windows 11

M365

Active Directory

ITSM tools

MS Outlook

MS Teams

GoToAssist

SharePoint

PC hardware knowledge

Job description

The Citation Group is seeking an IT Service Desk professional to join a busy, two-site team supporting over 1600 colleagues. You will provide 1st line technical support, handle requests through multiple channels, and maintain incident records with excellent customer service and timely updates.

You will work across Windows 11, M365 and AD environments, with opportunities to liaise with 2nd/3rd line teams and vendors. A proactive, detail-focused approach is essential.