Service Desk Analyst: Frontline IT Support

Creative ITC; Milton Keynes; On-site; GBP 22,000 - 28,000; Full time

Job summary

Creative ITC is seeking a Service Desk Analyst to provide top-tier IT support from Milton Keynes. You will triage tickets, resolve end-user issues, and maintain SLAs while delivering exceptional customer service.

You will log incidents, document resolutions, and collaborate with IT teams to improve processes and knowledge bases. Strong communication and multitasking skills are essential.

Qualifications

• IT support experience focused on triaging tickets and resolving end-user issues.
• Proficiency in IT service management tools and ticketing systems.
• Customer service experience with empathy, clarity, and professionalism.
• Strong communication skills and relationship management.
• Experience with CRM software and task management tools.
• Excellent organisational skills and multitasking ability.
• Analytical mindset with a problem-solving approach.

Responsibilities

• Act as the first point of contact for users, triaging issues into hardware, software or network categories.
• Prioritise tickets by urgency and impact, escalating critical issues promptly.
• Provide updates and follow-ups on all open tickets with clear user communication.
• Log, track and resolve incidents in the service desk system with proper documentation.
• Troubleshoot common issues remotely or escalate as needed to higher-level support.
• Deliver clear, concise instructions for issue resolution and user understanding.
• Maintain SLA adherence for response and resolution times.
• Contribute to knowledge base articles, FAQs and self-service guides.

Skills

Ticket management

IT service management

Customer service

CRM software

Communication

Organisational skills

Analytical mindset

Multitasking

Tools

CRM software

Ticketing systems

ITSM tools

Remote support tools

Job description

Creative ITC is seeking a Service Desk Analyst to provide top-tier IT support from Milton Keynes. You will triage tickets, resolve end-user issues, and maintain SLAs while delivering exceptional customer service.

You will log incidents, document resolutions, and collaborate with IT teams to improve processes and knowledge bases. Strong communication and multitasking skills are essential.