On-Site IT Service Desk Analyst

FRP Advisory Group; Brentwood; On-site; GBP 25,000 - 34,000; Full time

Job summary

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

Fully on-site across UK offices (Chelmsford, Brentwood, London and others), you will work 08:00–18:00 with staggered shifts to cover early and late support.

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 hardware, software, and network issues.
• Escalate complex problems to second-line support with thorough documentation.
• Provide guidance for core business apps (Microsoft 365, collaboration tools).
• Maintain accurate records of interactions and resolutions for compliance.
• Follow ITIL-aligned incident, problem, and request management best practices.
• Contribute to knowledge base articles to support self-service and efficiency.
• Adhere to FRP security policies and regulatory requirements.

Skills

Customer service

Communication

Windows OS

Microsoft 365

Troubleshooting

ITSM tools

Education

ITIL Foundation

Tools

ServiceNow

Remedy

Job description

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

Fully on-site across UK offices (Chelmsford, Brentwood, London and others), you will work 08:00–18:00 with staggered shifts to cover early and late support.