On-Site Service Desk Analyst – IT Support (MS 365)

FRP Advisory Group; City Of London; On-site; GBP 25,000 - 38,000; Full time

Job summary

FRP Advisory Group is seeking a Service Desk Support Analyst to provide on-site IT support across London, Chelmsford, and Brentwood offices. You will handle incidents, requests, and service requests with a focus on timely resolutions and customer service within a fast-paced professional services environment.

The role covers first-line IT support for Windows, Microsoft 365, and FRP-specific systems, with shifts to cover 08:00–18:00 across UK sites. Prior ITSM experience is desirable.

Qualifications

• Strong customer service and communication skills.
• Solid understanding of Windows OS, Microsoft 365, and common business applications.
• Ability to troubleshoot hardware and software issues effectively.
• Familiarity with ITSM tools (e.g., ServiceNow, Remedy).
• Previous experience in a Service Desk or IT support role within a professional services or financial 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).
• 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.

Job description

FRP Advisory Group is seeking a Service Desk Support Analyst to provide on-site IT support across London, Chelmsford, and Brentwood offices. You will handle incidents, requests, and service requests with a focus on timely resolutions and customer service within a fast-paced professional services environment.

The role covers first-line IT support for Windows, Microsoft 365, and FRP-specific systems, with shifts to cover 08:00–18:00 across UK sites. Prior ITSM experience is desirable.