Position: EU IT Service Desk Analyst ( 1st Line Support )Location: BuckinghamSalary: 32k - 35k Benefits: Competitive salary, Contributory pension scheme, Private healthcare, Life assurance, School fee discount, Professional development, 25 days holiday To be part of a team of Service Desk Analysts working closely with the European IT Service Desk Manager in delivering quality 1st line IT services and associated support to our businesses across Europe and the US. Responsible for the delivery of 1st line IT Support to all European and US businesses (primarily colleagues and school staff, students and parents) using the Group ITSM tool and following IT policies, processes, procedures and standards as deployed, aligned within the ITIL framework. Support of end user devices (Desktops, laptops and tablets) including management of hardware and software to ensure they are deployed, controlled and maintained effectively. Key Responsibilities Accurate registration, prioritisation and classification, of all requests in the IT Service Management system, from multiple channels.Identify, triage, and resolve / escalate all IT support requests that come through the Service Desk, with efficient resolution of 1st line IT work within agreed SLAs utilising the ITSM tool.Carry out initial diagnosis of incidents to ensure that they can be progressed quickly and accurately.Ensure all incidents and service requests are responded to and managed within SLA timescales.Provide remote technical diagnos