On-Site IT Service Desk Analyst: Customer-Focused Support

Frp Advisory Group; Greater London, Chelmsford, Brentwood; Hybrid; GBP 24,000 - 32,000; Full time

Job summary

FRP Advisory Group is seeking a Service Desk Analyst to be the first point of contact for IT support across our UK offices. You will handle incidents and service requests with a focus on timely resolutions, strong customer care, and adherence to security policies.

Working across Windows 10/11, Microsoft 365 and core business apps, you will log, classify, and track requests in our ITSM system, escalate when needed, and contribute to knowledge base improvements.

Qualifications

• Proven customer service and communication skills.
• Solid understanding of Windows OS and Microsoft 365.
• Experience with ITSM tools such as ServiceNow or Remedy.

Responsibilities

• Serve as the initial contact for IT support by phone, email, or ticketing system.
• Log, categorize, and prioritize incidents and requests in the ITSM tool.
• Diagnose and resolve hardware, software, and network issues.
• Escalate complex problems to second-line support with detailed documentation.
• Maintain up-to-date knowledge base articles to improve self-service.
• Adhere to ITIL-aligned incident, problem, and request management.
• Ensure compliance with FRP security policies.

Skills

Customer service

Windows OS

Microsoft 365

Troubleshooting

ITSM tools

Tools

ServiceNow

Remedy

Job description

FRP Advisory Group is seeking a Service Desk Analyst to be the first point of contact for IT support across our UK offices. You will handle incidents and service requests with a focus on timely resolutions, strong customer care, and adherence to security policies.

Working across Windows 10/11, Microsoft 365 and core business apps, you will log, classify, and track requests in our ITSM system, escalate when needed, and contribute to knowledge base improvements.