First Line Service Desk Analyst

About the Role We are looking for a motivated and customer-focused First Line Service Desk Engineer to join our growing IT support team. This is a fantastic opportunity for someone with at least 6 months’ experience in an IT support environment who is looking to build their career. You will be the first point of contact for users, providing high-quality technical support while delivering an excellent customer experience. Key Responsibilities Provide 1st line technical support via phone, email, and remote tools Troubleshoot and resolve issues across the Microsoft technology stack Log, update, and manage tickets through the service desk system Escalate complex issues to 2nd/3rd line teams where appropriate Maintain clear communication with users throughout issue resolution Deliver a consistently high level of customer service Minimum 6 months’ experience in a Service Desk / IT Support role Working knowledge of the Microsoft stack, including: Windows OS Microsoft 365 (Outlook, Teams, SharePoint) Active Directory Strong customer service and communication skills Ability to troubleshoot and prioritise workloads effectively A proactive and positive team player Recruitment Process Telephone interview with the Recruitment Manager 30-minute Microsoft Teams interview with the Hiring Manager Online Thrive Assessment Final stage interview 23 days annual leave plus your birthday off BUPA Cash Plan 50% flexible working Work from home allowance Two charity days per year Professional training and funded courses Three social events per year A leadership role within a growing and innovative business Opportunity to influence product, strategy, and delivery A collaborative and high-performing team environment Competitive salary and benefits package