First Line IT Service Desk Analyst

Job Overview 

The 1st Line Service Desk Analyst serves as the first point of contact for internal and external customers experiencing technical issues or requiring IT support. This role is responsible for providing excellent customer service, resolving basic technical queries, and escalating more complex issues to higher-level support teams. A 1st Line Service Desk Analyst will be proactive, detail-oriented, and eager to assist users in a fast-paced environment.

Key Responsibilities: 

• Respond to incoming support requests via phone, email, or ticketing system in a timely and professional manner.  

• Diagnose and resolve basic hardware, software, and network-related issues (e.g., password resets, printer connectivity, application access).  

• Log all incidents and service requests accurately in the IT service management system, ensuring detailed documentation.  

• Escalate unresolved issues to 2nd Line Support or other relevant teams, providing clear and concise handover notes.  

• Assist users with step-by-step guidance to troubleshoot common problems and educate them on self-service options.  

• Monitor and follow up on open tickets to ensure timely resolution and customer satisfaction.  

• Perform basic account administration tasks, such as user account creation or permissions changes, following company protocols.  

• Adhere to IT policies, procedures, and service level agreements (SLAs).  

• Contribute to the maintenance of knowledge base articles and support documentation.  

Skills and Qualifications: 

• Previous experience in a customer service or IT support role (preferred but not essential).  

• Basic understanding of IT systems, including Windows/Mac operating systems, Microsoft Office Suite, and common networking concepts.  

• Strong communication skills, both verbal and written, with a customer-focused attitude.  

• Ability to multitask, prioritize, and manage time effectively in a busy environment.  

• Problem-solving skills with a keen eye for detail.  

• Familiarity with ITIL processes or ticketing systems (e.g., ServiceNow, Zendesk) is a plus.  

• A relevant IT certification (e.g., CompTIA A+, Microsoft Fundamentals) is desirable but not required.  

Personal Attributes:

• Patient and empathetic, with a passion for helping others.  

• Team player with a willingness to learn and adapt.  

• Comfortable working under pressure and handling a high volume of queries.  

Working Conditions:

• Shift work may be required, including weekends or evenings, depending on business needs.  

• Primarily office-based or remote, with appropriate equipment provided.