Service Desk Analyst: Rapid IT Support & Microsoft 365

FRP Advisory Group; Great Warley; Hybrid; GBP 22,000 - 27,000; Full time

Job summary

FRP Advisory Group is seeking a Service Desk Analyst to provide first‑line IT support across UK sites. You will resolve incidents, manage requests, and maintain accurate records while delivering strong customer service.

You’ll work with Windows OS, Microsoft 365, and common business apps, using ITSM tools like ServiceNow or Remedy. The role requires collaboration and effective prioritization in a fast‑paced setting.

Qualifications

• Customer-focused IT support experience in a professional services environment.
• Solid understanding of Windows OS, Microsoft 365 and common business apps.
• Ability to troubleshoot hardware/software issues and document resolutions.
• Familiarity with ITSM tools such as ServiceNow or Remedy.
• Experience in a Service Desk or IT support role is preferred.

Responsibilities

• Serve as first point of contact for IT incidents and requests via phone, email, or ticketing.
• Log, categorize, and prioritize issues using the ITSM platform.
• Diagnose and resolve hardware, software, and connectivity problems.
• Escalate complex issues to second‑line support with thorough notes.
• Maintain records and follow ITIL-aligned incident and request management.

Skills

Customer service

Communication

Windows OS

Microsoft 365

IT support

ITIL

Team player

Problem solving

Tools

ServiceNow

Remedy

Job description

FRP Advisory Group is seeking a Service Desk Analyst to provide first‑line IT support across UK sites. You will resolve incidents, manage requests, and maintain accurate records while delivering strong customer service.

You’ll work with Windows OS, Microsoft 365, and common business apps, using ITSM tools like ServiceNow or Remedy. The role requires collaboration and effective prioritization in a fast‑paced setting.