Service Desk Champion | IT Support & Customer Excellence

Confidential; Essex; Híbrido; GBP 24 000 - 32 000; Tempo integral

Resumo da oferta

FRP Advisory is seeking a Service Desk Analyst to be the first point of contact for IT incidents and service requests across a fast-paced professional services environment.

You will log and prioritise tickets, diagnose and resolve hardware, software, and network issues, and maintain accurate documentation in line with ITIL practices. Flexible across UK offices with hybrid working options.

Qualificações

• Strong customer service and communication skills with a professional, client-focused approach.
• Solid understanding of Windows OS, Microsoft 365, and common business applications.
• Experience troubleshooting hardware and software issues and using ITSM tools (ServiceNow, Remedy).

Responsabilidades

• Serve as the initial contact for IT support via phone, email, or ticketing system.
• Log, categorize, and prioritise incidents and service requests using the ITSM platform.
• Diagnose and resolve hardware, software, and network connectivity issues.
• Escalate complex issues to second-line support or specialist teams with thorough documentation.
• Provide guidance for core business applications (Microsoft 365, collaboration tools).
• Maintain accurate records of interactions and resolutions in line with compliance standards.

Conhecimentos

Customer service

Windows OS

Microsoft 365

IT support

ITSM tools

Formação académica

ITIL Foundation certification

Ferramentas

ServiceNow

Remedy

Descrição da oferta de emprego

FRP Advisory is seeking a Service Desk Analyst to be the first point of contact for IT incidents and service requests across a fast-paced professional services environment.

You will log and prioritise tickets, diagnose and resolve hardware, software, and network issues, and maintain accurate documentation in line with ITIL practices. Flexible across UK offices with hybrid working options.