Service Desk Analyst

Frontline Group; London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Frontline Group is seeking a proactive Service Desk Analyst in London to provide IT support within a fast-paced, innovative environment. In this role, you'll assist colleagues by troubleshooting various IT issues while ensuring systems run smoothly. Join a dynamic team where your efforts will truly make a difference.

Qualifications

• Strong IT knowledge – confident with troubleshooting hardware, software, and network issues.
• Customer-focused mindset – you enjoy helping people and solving their problems.
• Clear communication – especially over the phone and in written support tickets.

Responsibilities

• Be the first point of contact for IT support across the business.
• Log, track, and resolve support tickets quickly and professionally.
• Follow clear ITIL processes to deliver consistent, high-quality support.

Skills

Problem-solving

Communication

Attention to detail

Analytical thinking

Customer-focused mindset

Time management

Team collaboration

Willingness to learn

Job description

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Are you passionate about IT support and ready to make a real impact in a fast-paced, innovative environment? Frontline, a leader in the magazine distribution industry, is looking for a proactive and customer-focused Service Desk Analyst to join our dynamic Service Desk team. You'll be the first point of contact for technical support, helping to keep our systems running smoothly and our users happy. If you have strong problem-solving skills, a keen eye for detail, and a drive to learn and grow, we’d love to hear from you!

This is your chance to join a fast-moving, innovative company where your IT skills will make a real difference every day. As a Service Desk Analyst at Frontline, you’ll be the go-to person for technical support, helping colleagues solve problems and stay productive.

In this role, you will:

• Be the first point of contact for IT support across the business
• Help users with hardware, software, and network issues
• Log, track, and resolve support tickets quickly and professionally
• Create and update helpful technical documentation
• Work closely with the wider IT team to escalate complex issues
• Follow clear ITIL processes to deliver consistent, high-quality support

You’ll thrive in this role if you:

• Enjoy solving problems and helping people
• Have a good general knowledge of IT systems
• Communicate clearly and confidently
• Are organised, detail-oriented, and eager to learn
• Strong IT knowledge – confident with troubleshooting hardware, software, and network issues
• Customer-focused mindset – you enjoy helping people and solving their problems
• Clear communication – especially over the phone and in written support tickets
• Analytical thinking – able to diagnose and resolve technical issues methodically
• Attention to detail – accurate logging and documentation of support cases
• Time management – able to prioritise and handle multiple tickets under pressure
• Team collaboration – work well with colleagues and escalate issues when needed
• Willingness to learn – open to new tools, technologies, and continuous improvement

About Company

Frontline Group is made up of Frontline, Seymour, Gold Key Media and Routes to Retail. We’re the UK’s leading retail sales, marketing and distribution company working predominantly in the exciting and diverse areas of publishing and home entertainment.

Our key clients include publishers of iconic magazine brands such as Radio Times, Good Housekeeping, TV Choice, Heat, Top Gear, Grazia, Vogue, Slimming World, Cosmopolitan, Empire, National Geographic and 100’s more. We also work with major film studios managing their DVD presence within the grocery retail channel and are growing our reach in categories such as books and music with further category expansions on the horizon.

As a Distributor we work closely with UK and International retailers, wholesale, International Distributors and other parts of the supply chain to ensure our client’s sales, retail marketing and distribution objectives are met. Through our brand targeting and audience engagement agency Gold Key Media we develop sampling and marketing solutions, and we manage brand placement activities in the events, travel and hospitality sectors across the world.

Frontline Group is owned by two of the world’s leading publishing companies, Bauer Media and Immediate Media Company (Hubert Burda Media). This will provide opportunities to grow your career across a number of different businesses and functions including brand marketing, sales, analytics, insight, finance, IT services, supply chain and publishing. We strongly believe in developing our own people and have a great track record of supporting and coaching our colleagues, who have then gone on to grow their career within our business.

Our teams are made up of the most talented and widely respected people in our industry and are seen as the experts in their fields. At the Frontline Group we celebrate our differences and ensure everyone feels welcome, trusted and valued for being their authentic selves.

All our roles offer an informal hybrid working option, combining in-office and remote/home working.

Want to see what our People say about working for us?

Head on over to our website Frontline Group to find out more.

Please see our Candidate Privacy Policy which is available on our website.

DE&I

Bring ‘You’ to the interview

Diversity and inclusion are at the heart of everything we do. We want to make sure that our selection processes are transparent and fair, providing a level playing field for anyone who wants to come and work with us. Therefore, if you require any adjustments to an interview process, please feel free to get in touch with [emailprotected] who will be happy to discuss your needs in complete confidence.