1st Line Technical Support Analyst

Job title: 1st Line IT Service Desk Analyst
Location: London SE1 – (On-site – 5 days per week during training)
Start Date: ASAP
Contract Type: Temporary 3 months
Weekly Hours: 35 hours per week

Job Purpose

We are currently recruiting for a 1st Line IT Service Desk Analyst to join a busy and fast-paced support environment based in London Bridge. This is a hands-on, customer-facing role providing first-line technical support to end users, ensuring issues are resolved efficiently and in line with service levels.

Key Responsibilities:

• Act as the first point of contact for IT support queries via phone, email, and ticketing systems
• Perform ticket triage, logging, categorisation, and prioritisation of incidents and requests
• Troubleshoot and resolve issues relating to Microsoft applications, devices, and user access
• Support remote users with connectivity issues (broadband, mobile, telephony)
• Provide hardware support across laptops, mobile devices, tablets, and peripherals
• Manage user accounts and permissions, including Active Directory and privileged access requests
• Use remote access tools to diagnose and resolve user issues
• Ensure all tickets are updated accurately and resolved within agreed SLAs

Candidate Profile:

• Proven experience in a 1st Line / Service Desk support role
• Working knowledge of Microsoft 365, including Teams and core applications
• Familiarity with Azure, Intune, and SharePoint (minimum 1 year)
• Experience with Active Directory (user management, permissions, access control)
• Exposure to ITSM tools (e.g. Halo) and understanding of SLA-driven environments
• Experience with remote support tools (e.g. Bomgar or similar)
• Knowledge of contact centre platforms (e.g. Salesforce, Anywhere365, 8x8, MS Teams)
• Strong troubleshooting skills across software, hardware, and connectivity issues
• Excellent communication skills with a customer-focused approach

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk