IT Service Desk Analyst: Fast-Paced User Support Pro

FRP Advisory Group; Greater London; On-site; GBP 28,000 - 40,000; Full time

Job summary

FRP Advisory Group is seeking a Service Desk Analyst to be the first line of IT support across FRP offices in the UK. You will handle incidents, service requests, and user queries, delivering timely resolutions while maintaining high customer satisfaction in a fast-paced professional services environment.

Working hours cover early to late shifts with on-site responsibilities across multiple UK sites including London.

Qualifications

• Strong customer service and communication skills, with a professional and client-focused approach.
• Solid understanding of Windows OS, Microsoft 365, and common business applications.
• Ability to troubleshoot hardware and software issues effectively.
• Familiarity with ITSM tools (e.g., ServiceNow, Remedy).

Responsibilities

• Serve as the initial contact for IT support via phone, email, or ticketing system.
• Log, categorize, and prioritize incidents and service requests using the ITSM platform.
• Diagnose and resolve technical issues related to hardware, software, and network connectivity.
• Escalate complex issues to second-line support or specialist teams, ensuring thorough documentation.
• Provide guidance and support for core business applications (e.g., Microsoft 365, collaboration tools, and FRP-specific systems).

Skills

Customer service

Windows OS

Microsoft 365

ITSM tools

Tools

ServiceNow

Remedy

Job description

FRP Advisory Group is seeking a Service Desk Analyst to be the first line of IT support across FRP offices in the UK. You will handle incidents, service requests, and user queries, delivering timely resolutions while maintaining high customer satisfaction in a fast-paced professional services environment.

Working hours cover early to late shifts with on-site responsibilities across multiple UK sites including London.