Service Desk Support Analyst

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

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

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

Equal Opportunities

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 the role – regardless of ethnicity, race, sexual orientation, disability, or any other protected characteristic. We believe every individual should have the opportunity to thrive.