Service Desk Analyst (1st Line Support)

Location: North West London
Salary: Up to £28,000 DOE
Working Pattern: Hybrid (3 days office / 2 days home after onboarding period)

A growing and highly regarded Managed Service Provider is looking for a Service Desk Analyst to join its Service Delivery team. This is an excellent opportunity for someone with previous IT support experience who is looking to develop their technical skills within a fast-paced MSP environment.

You'll act as the first point of contact for clients, providing exceptional customer service while resolving a wide range of IT issues across Microsoft technologies and end-user environments.

The Role

As a 1st Line Service Desk Analyst, you will:

Provide first-line technical support via phone, email, and ticketing systems
Troubleshoot and resolve IT issues within agreed service levels
Log, update, and manage support tickets accurately throughout their lifecycle
Deliver excellent customer service and maintain strong client relationships
Prioritise and manage your own workload effectively
Escalate issues to senior engineers where appropriate
Liaise with third-party vendors and technology partners
Assist with ticket allocation and workload balancing when required

What We're Looking For

Previous experience in an IT Support, Helpdesk, or Service Desk role
Strong troubleshooting skills across Windows operating systems and Microsoft Office
Experience supporting or administering:
Active Directory
Group Policy
DNS
Microsoft 365
SharePoint
Basic networking knowledge and a genuine interest in technology
Experience building, configuring, and supporting Windows desktops and laptops
Excellent communication and customer service skills
A proactive attitude and willingness to learn new technologies
Ability to remain calm and professional when handling challenging situations

What's On Offer?

Salary up to £28,000 depending on experience
Hybrid working arrangement
Structured training and career development
Exposure to a wide range of technologies and client environments
Supportive team culture with opportunities for progression
Opportunity to gain industry certifications and develop your IT career

Company benefits packageThe client is looking to fill this opportunity immediately, so please apply ASAP or feel free to drop me an email with any questions to owen @ serlimited . com.

SER-IN