IT Service Desk Analyst — First-Line Support Expert

FRP Advisory

Chelmsford

On-site

GBP 28,000 - 32,000

Full time

14 days+

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Job summary

FRP Advisory is seeking a Service Desk Analyst to be the first point of contact for IT-related incidents across a fast-paced professional services environment. You will deliver timely resolutions and maintain high user satisfaction while supporting FRP’s operational excellence.

Based in the UK with flexible office locations, you will log and triage requests, troubleshoot hardware/software issues, and escalate when needed.

Qualifications

Strong customer service and communication skills with a 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 such as ServiceNow and 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 with thorough documentation.
Provide guidance and support for core business applications (e.g., Microsoft 365, collaboration tools).
Maintain accurate records of interactions and resolutions in line with compliance standards.
Follow ITIL-aligned practices for incident, problem, and request management.
Assist in creating and maintaining knowledge base articles to support self-service and team efficiency.
Ensure adherence to FRP's security policies and regulatory requirements.
Contribute to continuous improvement initiatives within the Service Desk function.