IT Service Desk Analyst (1st Line)Provide first-line support to internal users across multiple sites, following Service Desk procedures and SLAs.Key ResponsibilitiesAct as the first point of contact for technical incidents and queries via phone, email, remote tools, and walk-insLog, update, and manage tickets accurately in the Service Desk systemInvestigate issues using standard troubleshooting techniques, resolving where possible or escalating when requiredMonitor Service Desk phones and inboxes, ensuring timely responsesDevelop and maintain simple procedures for common issues ("quick wins")Review escalated tickets to ensure SLA complianceSupport general IT administration, including documentation and procurementCarry out other tasks as directed by IT managementEssential RequirementsQualificationsDiploma or NVQ in IT or a related subject (desirable, not essential)Awareness of ITIL or similar frameworks is an advantageExperienceGeneral experience using computersPrevious customer-facing experienceKnowledge and SkillsStrong communication and telephone skillsExcellent customer service approachWorking knowledge of Windows and Microsoft Office (Word, Excel, Outlook)Good problem-solving and analytical skillsAbility to work well in a team and under pressureDemonstrates accountability, teamwork, and a customer-focused mindset