Service Desk Support Analyst

FRP Advisory; Chelmsford; On-site; GBP 28,000 - 32,000; Full time

Job summary

FRP Advisory is seeking a Service Desk Analyst to be the first point of contact for IT-related incidents across a fast-paced professional services environment. You will deliver timely resolutions and maintain high user satisfaction while supporting FRP’s operational excellence.

Based in the UK with flexible office locations, you will log and triage requests, troubleshoot hardware/software issues, and escalate when needed.

Qualifications

• Strong customer service and communication skills with a client-focused approach.
• Solid understanding of Windows OS, Microsoft 365, and common business applications.
• Ability to troubleshoot hardware and software issues effectively.
• Familiarity with ITSM tools such as ServiceNow and Remedy.

Responsibilities

• Serve as the initial contact for IT support via phone, email, or ticketing system.
• Log, categorize, and prioritize incidents and service requests using the ITSM platform.
• Diagnose and resolve technical issues related to hardware, software, and network connectivity.
• Escalate complex issues to second-line support with thorough documentation.
• Provide guidance and support for core business applications (e.g., Microsoft 365, collaboration tools).
• Maintain accurate records of interactions and resolutions in line with compliance standards.
• Follow ITIL-aligned practices for incident, problem, and request management.
• Assist in creating and maintaining knowledge base articles to support self-service and team efficiency.
• Ensure adherence to FRP's security policies and regulatory requirements.
• Contribute to continuous improvement initiatives within the Service Desk function.

Skills

Customer service

Windows OS & Microsoft 365

Hardware & software troubleshooting

ITSM tools (ServiceNow, Remedy)

Tools

ServiceNow

Remedy

Job description

About FRP

At FRP, we are a leading national business advisory firm based in the UK. With over 850 team members, including more than 100 partners, we specialise in Corporate Finance, Debt Advisory, Forensic Services, Financial Advisory and Restructuring Advisory. Operating from 35 offices across the UK, Isle of Man and Cyprus, we are dedicated to helping clients navigate complex and difficult situations to create, preserve, and recover value.

Our approach is known for being honest, clear, and considered. We provide strategic solutions that cater to a broad range of businesses, from multinational organisations to small enterprises. Our commitment is to deliver expert advice and support, ensuring our clients can make informed decisions and achieve their goals.

Job Description

The Service Desk Analyst acts as the first point of contact for all IT-related incidents and service requests within FRP Advisory. This role is critical in ensuring smooth technology operations across a fast-paced professional services environment. You will deliver timely, effective resolutions and exceptional customer service to maintain high user satisfaction and support FRP's commitment to operational excellence.

Location

Flexible across FRP Advisory offices (Chelmsford, Brentwood, London, and other UK sites)

Reports To

Service Desk Manager

Key Responsibilities

• Serve as the initial contact for IT support via phone, email, or ticketing system.
• Log, categorize, and prioritize incidents and service requests using the ITSM platform.
• Diagnose and resolve technical issues related to hardware, software, and network connectivity.
• Escalate complex issues to second-line support or specialist teams, ensuring thorough documentation.
• Provide guidance and support for core business applications (e.g., Microsoft 365, collaboration tools, and FRP-specific systems).
• Maintain accurate records of all interactions and resolutions in line with compliance standards.
• Follow ITIL-aligned best practices for incident, problem, and request management.
• Assist in creating and maintaining knowledge base articles to support self-service and team efficiency.
• Ensure adherence to FRP's security policies and regulatory requirements.
• Contribute to continuous improvement initiatives within the Service Desk function.

Qualifications

Essential

• Strong customer service and communication skills, with a professional and client-focused approach.
• Solid understanding of Windows OS, Microsoft 365, and common business applications.
• Ability to troubleshoot hardware and software issues effectively.
• Familiarity with ITSM tools (e.g., ServiceNow, Remedy).

Desirable

• ITIL Foundation certification.
• Previous experience in a Service Desk or IT support role within a professional services or financial environment.

Key Competencies

• Analytical thinking and problem-solving skills.
• Ability to work under pressure and manage multiple priorities in a deadline-driven environment.
• Collaborative team player with a proactive attitude.
• Strong attention to detail and documentation accuracy.
• Flexibility and adaptability to changing business needs.

Working Hours

Coverage between 08:00 and 18:00, with staggered shifts to ensure early and late support as required.

Our Values

• Straightforward: We provide clear, no-nonsense advice
• Confident: Our guidance is backed by expertise and evidence
• Pragmatic: We focus on practical solutions and tangible outcomes
• Real: We are professional yet approachable, understanding the challenges our clients face

At FRP, sustainability is integral to our strategy and operations. Our sustainability depends on building and maintaining meaningful, long-term relationships with all our stakeholders - including our employees, clients, and local communities - while also reducing our impact on the natural environment. We are always striving to improve in all areas - whether it's our people, our clients, our planet or our governance. Our ongoing success as a business depends on our sustainability and agility in a changing and challenging global landscape. We are committed to fostering an inclusive, equitable, and diverse culture for our people. We maintain an Equal Opportunities Policy, ensuring that recruitment and employment decisions are based solely on the skills and experience required for our professional services - regardless of ethnicity, race, sexual orientation, disability, or any other protected characteristic. We believe every individual should have the opportunity to thrive. Our learning and development programmes enable us to invest in growing our employees' careers. We aim to empower our team members to each achieve their potential. We are committed to growing long-term relationships with our clients and supporting them in achieving their objectives. We understand that our clients' sustainability and success lead to our sustainability and success. We are emotionally invested in our clients right from the beginning.