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Service Desk Analyst – Line 1


An excellent opportunity to be a key team player in a very successful business providing first class technology services to primarily SME customers. With the opportunity to learn and develop in a fast paced organisation and help continually develop the services. The business has a culture of team work, strong ethics and always going the extra mile for clients, whilst providing a highly positive working environment for the team.


  • Provide high quality Line 1 support service to end users and deliver basic server and cloud troubleshooting
  • Be seen as a trusted advisor on service issues and be able to communicate at every level within an organisation
  • Communicate with 3rd party providers including hardware and application vendors to resolve simple multi-party issues
  • Ensure workload is managed to deliver the service within clearly defined SLAs
  • Ensure accuracy and completion of data entry based on incidents and problems
  • Assist with customer deployment projects where required
  • Some 24/7 on call cover maybe required


  • Be able to show clear evidence of continual learning in your career to date
  • Any industry recognised accreditations beneficial e.g. – Microsoft MCP

Skills Required

  • Proven track record of providing Line 1 service desk support for at least 1 year
  • Strong written and verbal communication skills
  • Ability to work on a high volume of incidents per day and rapidly escalate where appropriate
  • Ability to troubleshoot Windows desktop operating systems and Microsoft Office applications
  • Basic support for Windows Server operating systems and Exchange on premises environments
  • Basic understanding of Active Directory, Group Policies, DNS and DHCP
  • Reasonable knowledge of Anti-Virus, Anti-Ransomware and security best practices
  • Reasonable knowledge of the Office 365 platform and security services
  • Basic troubleshooting experience for virtualised on premise environments including Hyper-V and VMware
  • Knowledge of and ability to monitor and troubleshoot on premises and cloud based backup solutions
  • Basic knowledge of networking technologies with the ability to troubleshoot from desktop through to LAN


  • Proven track record in similar role for a Managed Service Provider
  • Ability to deploy new user services e.g. Office 365 additions or assist with cloud server migration projects
  • Basic experience of Virtual Desktop and virtualised applications using Citrix technology
  • Experience of simple hardware deployments including desktop

Think you've got what it takes?

We’re big on culture and finding the right fit so don’t be afraid to show us who you are. Complete the application form and we'll be in touch.

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