On-Site IT Service Desk Analyst - Elevate User Support

FRP Advisory Group; Chelmsford; On-site; GBP 24,000 - 32,000; Full time

Job summary

FRP Advisory Group is seeking an On-site Service Desk Analyst to be the first point of contact for IT incidents across multiple UK sites including Chelmsford, Brentwood and London. You will log and prioritize requests, diagnose hardware and software issues, and provide user-focused support in a fast-paced professional services environment.

You will escalate complex cases, document resolutions, and follow ITIL practices while maintaining security policy adherence and contributing to knowledge

Qualifications

• Strong customer service and communication skills.
• Solid understanding of Windows OS and Microsoft 365.
• Ability to troubleshoot hardware and software issues.
• Familiarity with ITSM tools (ServiceNow, Remedy).
• Previous experience in a Service Desk or IT support role in a professional services or financial environment.
• Analytical thinking and problem-solving skills.
• Ability to work under pressure and manage multiple priorities.
• Collaborative team player with a proactive attitude.
• Strong attention to detail and documentation accuracy.
• Flexibility and adaptability to changing business needs.

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 issues related to hardware, software, and network connectivity.
• Escalate complex issues to second-line support or specialist teams with thorough documentation.
• Provide guidance and support for core business applications (e.g., Microsoft 365, collaboration tools).
• Maintain accurate records of all interactions and resolutions per compliance standards.
• Follow ITIL-aligned practices for incident, problem, and request management.
• Assist in creating and maintaining knowledge base articles to support self-service.
• Ensure adherence to FRP’s security policies and regulatory requirements.
• Contribute to continuous improvement within the Service Desk function.

Skills

Customer service

Communication

Windows OS

Microsoft 365

Hardware troubleshooting

Software troubleshooting

ITSM tools

Analytical thinking

Problem solving

Under pressure

Attention to detail

Documentation

Team player

Adaptability

Tools

ServiceNow

Remedy

ITSM platforms

Job description

FRP Advisory Group is seeking an On-site Service Desk Analyst to be the first point of contact for IT incidents across multiple UK sites including Chelmsford, Brentwood and London. You will log and prioritize requests, diagnose hardware and software issues, and provide user-focused support in a fast-paced professional services environment.

You will escalate complex cases, document resolutions, and follow ITIL practices while maintaining security policy adherence and contributing to knowledge