1st / 2nd line IT Helpdesk Analyst - Service Desk

Posted 4 April by Hiring People Easy Apply

1st / 2nd line IT Helpdesk Analyst - Service Desk

Our client, is seeking a highly flexible and dynamic 1st / 2nd line IT Helpdesk Analyst who wishes to expand their hands-on experience in IT and loves working with clients. This is a customer facing role (so don’t expect to be stuck at a desk answering calls all day!).

This is a great opportunity to be part of a growing team where you can actually progress in your career and make a real difference. You can expect to be supported through your technical training and rapid career progression within a business that is rapidly expanding.


  • Provide 1st / 2nd line support to a customers’ email and phone calls via the IT service desk tools
  • Manage all incoming calls and emails
  • Attempt 1st contact resolution for the majority of issues or a desk side visit as required
  • Work towards SLA targets and continual improvement through the creation of knowledge base articles


  • This role requires excellent customer facing skills and someone who loves to interact and not be sat at a desk all day!
  • Smart and presentable and absolutely reliable and keen to expand their IT knowledge
  • You should have at least 1-2 years IT experience in a customer facing role such as an IT Helpdesk, or equivalent working experience in IT or Telecoms
  • Ideally an IT related degree and be comfortable in creating documentation and or documenting solutions in the service desk tools
  • Training will be provided on any bespoke services, however you should be comfortable in desktop services such as Windows, Office, Laptop / Desktop hardware and peripherals
  • As a member of a larger team, you will benefit from senior engineering support
  • Must be highly customer focused
  • Fantastic Microsoft Office Skills and the usual service desk administration of AD, Exchange, Spam filtering etc, permissions and requests.

Desirable skills:

  • Any experience working with video conferencing and telephony
  • Exposure to mobile device management


This role is permanently based on client site in London SE1 and is spread over 4 local locations thus the candidate should be happy to be mobile between these local sites as needed (all within 20 minutes’ walk/tube) – closest tube stations are Lambeth North and Elephant & Castle.

Ideally ready to start in early April, but happy to wait notice periods for the right person

This is a direct hire role, so you can expect a fast turnaround.

About our client

A provider of managed IT Services to some fantastic global brands, providing support around the clock 24x7x365 ensuring our clients stay online – all the time.

How to apply

Please apply here and our client will be in direct contact.

Reference: 34828808

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