On-Site IT Service Desk Analyst: Windows & M365

FRP Advisory Group; Great Warley; On-site; GBP 26,000 - 36,000; Full time

Job summary

FRP Advisory Group is seeking a Service Desk Support Analyst to provide on-site IT support across multiple UK offices, including Brentwood, Chelmsford, and London. You will be the first point of contact for incidents, manage tickets, and ensure timely resolutions in a fast-paced professional services environment.

The role requires strong customer service, solid knowledge of Windows and Microsoft 365, and familiarity with ITSM tools such as ServiceNow or Remedy.

Qualifications

• Experience in a Service Desk or IT support role within a professional services or financial environment.
• Strong customer service and communication skills.
• Solid understanding of Windows OS, Microsoft 365, and common business applications.
• Familiarity with ITSM tools (ServiceNow, Remedy).
• Ability to work under pressure and manage multiple priorities in a deadline-driven environment.

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 or specialist teams, ensuring thorough documentation.
• Provide guidance and support for core business applications (e.g., Microsoft 365, collaboration tools, and FRP-specific systems).
• Maintain accurate records of all interactions and resolutions in line with compliance standards.
• Follow ITIL-aligned best 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.

Skills

Customer service

Windows OS

Microsoft 365

ITSM tools

Incident management

Communication

Tools

ServiceNow

Remedy

Job description

FRP Advisory Group is seeking a Service Desk Support Analyst to provide on-site IT support across multiple UK offices, including Brentwood, Chelmsford, and London. You will be the first point of contact for incidents, manage tickets, and ensure timely resolutions in a fast-paced professional services environment.

The role requires strong customer service, solid knowledge of Windows and Microsoft 365, and familiarity with ITSM tools such as ServiceNow or Remedy.