1st Line Service Desk Analyst

1st Line Service Desk Analyst

£120-£130 per day (umbrella)

1-3 month contract

Our client is seeking a 1st Line Service Desk Analyst to provide professional, efficient, and responsive customer service and technical support. This role offers the opportunity to work with a collaborative team whilst delivering excellent customer service through various communication channels.

Main Purpose Our client's team needs a dedicated professional to provide first-line technical support and exceptional customer service. You'll be the first point of contact for users experiencing technical issues, ensuring efficient ticket logging and resolution within agreed Service Level Agreements.

Key Responsibilities

• Provide first-line technical support to end users via telephone, email, and chat
• Log, categorise, and prioritise service requests and incidents accurately using ticketing systems
• Deliver excellent customer service using telephone, face-to-face, email, video, and instant messaging
• Resolve basic technical issues, including password resets, account unlocks, and software queries
• Escalate complex technical issues to second-line support teams when appropriate
• Work within agreed ITIL/Service Desk management processes, including Incident and Service Request management
• Maintain accurate records of all customer interactions and technical issues
• Follow up with customers to ensure satisfaction and issue resolution
• Support basic troubleshooting of computers, laptops, tablets, and smartphones

Essential Skills & Experience

• Excellent customer service skills with a professional telephone manner
• Strong experience of logging and managing tickets through service desk systems
• Ability to communicate technical information clearly to non-technical users
• Self-motivated team worker with excellent communication and organisation skills
• Basic technical knowledge of common IT issues and resolutions
• Experience working in a customer service or support environment
• Ability to work under pressure whilst maintaining service quality
• Strong attention to detail when logging and documenting issues

James Andrews is acting as an employment agency and business in relation to this role.

At James Andrews Recruitment Solutions, we try to respond to all applications personally, however, due to the high volume of applications, this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.

Don't forget our recommendation scheme: Recommend a friend or colleague to us and receive up to £100 each once they have completed 20 days in a role via James Andrews! Terms and conditions apply, contact us for details.