Service Desk Analyst: First-Line IT Support (On-Site)

FIND | Creating Futures; Slough; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

27 days annual leave + bank holidays

Holiday buying scheme

Private medical insurance

Wellhub membership

Cycle to Work

Employee discounts

Employee Assistance Programme

Development days

Training resources

Job summary

FIND | Creating Futures is recruiting a technically minded Service Desk Analyst for the Slough site. The role is office-based, 5 days a week, within a busy IT support team.

You will handle first-line incidents, troubleshoot Windows and Office issues, manage tickets, and escalate to second/third line as needed. Strong communication and AD knowledge preferred; ITIL or Microsoft cert advantageous.

Qualifications

• Minimum 1 year in a first-line IT support, service desk or helpdesk role.
• Strong knowledge of Windows OS and Microsoft Office applications.
• Experience troubleshooting common IT issues and supporting users remotely.
• Understanding of Active Directory and user account management.
• Experience using a ticketing system and working toward SLAs/KPIs.
• Strong communication and customer service skills for non-technical users.
• Proactive problem-solving with ownership and escalation when needed.
• ITIL or Microsoft certification advantageous.
• Experience supporting bespoke business applications.
• Experience in a busy KPI-driven service desk is preferred.

Responsibilities

• Be the first point of contact for IT incidents and service requests via phone, email, chat and end-user portal.
• Troubleshoot issues across Windows, Office, email, Wi-Fi, hardware, printers, and business apps.
• Investigate problems, identify solutions and resolve incidents where possible.
• Escalate complex issues to second- and third-line support when required.
• Record incidents, actions taken and resolutions in the service management system.
• Prioritise requests and keep users informed of progress.
• Work toward service levels with high standards of customer service and ticket resolution.
• Support the wider organisation as the key local IT contact for the Slough site.

Skills

IT service desk experience

Windows OS

Active Directory

Customer service

Communication skills

Problem solving

ITIL certification

Microsoft certification

Remote support

Tools

Ticketing system

Remote support tools

Job description

FIND | Creating Futures is recruiting a technically minded Service Desk Analyst for the Slough site. The role is office-based, 5 days a week, within a busy IT support team.

You will handle first-line incidents, troubleshoot Windows and Office issues, manage tickets, and escalate to second/third line as needed. Strong communication and AD knowledge preferred; ITIL or Microsoft cert advantageous.