IT Service Desk Analyst: Frontline Support

FRP Advisory Group; Chelmsford; Hybrid; GBP 25,000 - 38,000; Full time

Job summary

FRP Advisory Group is seeking a Service Desk Analyst to be the first point of contact for IT-related incidents across our flexible UK offices (Chelmsford, Brentwood, London and other sites). You will deliver timely resolutions and strong customer service in a fast-paced professional services environment.

The role covers logging and triaging requests, diagnosing issues, supporting Microsoft 365 and other business apps, following ITIL practices, updating knowledge bases, and contributing to

Qualifications

• Experience in a Service Desk or IT support role.
• Strong communication and customer service skills.
• Familiarity with ITIL-based incident management.
• Experience with Microsoft 365 and Windows environments.
• Experience with ITSM tools such as ServiceNow or Remedy.

Responsibilities

• Serve as the first point of contact for IT incidents via phone, email or ticketing system.
• Log, categorize and prioritise incidents with the ITSM platform.
• Diagnose and resolve hardware, software and network issues.
• Escalate complex issues to second-line support with thorough documentation.
• Support core business applications (Microsoft 365, collaboration tools).
• Maintain accurate records of interactions and resolutions.
• Follow ITIL-aligned incident, problem and request management.
• Contribute to knowledge base articles for self-service.
• Adhere to FRP security policies and regulatory requirements.
• Support continuous improvement initiatives within Service Desk.

Skills

Customer service focus

Communication skills

Troubleshooting

Prioritization / time management

Team player

Tools

ServiceNow

Remedy

Windows OS

Microsoft 365

Job description

FRP Advisory Group is seeking a Service Desk Analyst to be the first point of contact for IT-related incidents across our flexible UK offices (Chelmsford, Brentwood, London and other sites). You will deliver timely resolutions and strong customer service in a fast-paced professional services environment.

The role covers logging and triaging requests, diagnosing issues, supporting Microsoft 365 and other business apps, following ITIL practices, updating knowledge bases, and contributing to