Service Desk Analyst - First-Line IT Support

Smart Solutions; High Wycombe; On-site; GBP 16,531 - 22,041; Full time

Job summary

Smart Solutions in the United Kingdom is seeking a Service Desk Analyst to join our IT team. You will provide first-line support to internal users, logging incidents and requests, and ensuring timely resolution or escalation.

This office-based role in Kingsmill (HP10) runs Monday to Friday on a rota between 7:00am and 6:00pm, with salary £14 per hour. You will work with resolver groups and external suppliers to maintain high service levels and customer satisfaction.

Qualifications

• Experience as a Service Desk Analyst or IT Support Analyst.
• Strong IT fundamentals and customer service focus.
• Experience supporting Microsoft Office 365 apps.
• Experience using IT Service Management tools.
• Excellent verbal and written communication skills.
• Strong problem-solving with a logical approach.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Accurately log, process and manage user incidents and service requests through the IT service management system.
• Provide first-line technical support, fault diagnosis and troubleshooting to resolve issues wherever possible.
• Escalate unresolved issues to second-line support or relevant resolver groups with accurate information to support efficient resolution.
• Monitor and proactively manage outstanding tickets to ensure they are progressed within agreed SLAs.
• Take ownership of tickets and keep users updated throughout the full lifecycle of their request.
• Maintain and update knowledge base articles to improve resolution times and user experience.
• Record all support activity, follow-ups and communications accurately within relevant systems.
• Deliver a high standard of customer service and maintain positive relationships with colleagues, stakeholders and third-party suppliers.
• Assist with training new team members and support ad hoc IT service desk activities when required.

Skills

IT support

Customer service

Microsoft Office 365

Troubleshooting

Communication skills

Problem solving

Multi-tasking

Education

ITIL Foundation

CompTIA A+

MCP

Tools

Bomgar

RDP

ITSM tools

Job description

Smart Solutions in the United Kingdom is seeking a Service Desk Analyst to join our IT team. You will provide first-line support to internal users, logging incidents and requests, and ensuring timely resolution or escalation.

This office-based role in Kingsmill (HP10) runs Monday to Friday on a rota between 7:00am and 6:00pm, with salary £14 per hour. You will work with resolver groups and external suppliers to maintain high service levels and customer satisfaction.