On-Site Service Desk Analyst - ITIL-Driven IT Support

Frp Advisory Group; Brentwood; Vor Ort; GBP 26.000 - 42.000; Vollzeit

Zusammenfassung

FRP Advisory is seeking a Service Desk Analyst to be the first point of contact for IT incidents and service requests across the firm’s on-site offices in Chelmsford, Brentwood, London and other UK sites. You will deliver timely resolutions and excellent customer service to support operational excellence in a fast-paced professional services environment.

You will work a coverage window of 08:00–18:00 in staggered shifts, log and prioritise incidents, guide users on Microsoft 365 and core

Qualifikationen

• Strong customer service and professional approach.
• Solid understanding of Windows OS, Microsoft 365, and common business applications.
• Experience with ITSM tools such as ServiceNow or Remedy.

Aufgaben

• 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.

Kenntnisse

Customer service

Windows OS

Microsoft 365

ITSM tools (ServiceNow, Remedy)

Tools

ServiceNow

Remedy

Jobbeschreibung

FRP Advisory is seeking a Service Desk Analyst to be the first point of contact for IT incidents and service requests across the firm’s on-site offices in Chelmsford, Brentwood, London and other UK sites. You will deliver timely resolutions and excellent customer service to support operational excellence in a fast-paced professional services environment.

You will work a coverage window of 08:00–18:00 in staggered shifts, log and prioritise incidents, guide users on Microsoft 365 and core