First Line IT Service Desk Analyst

First Line IT Service Desk Analyst Waterlooville Permanent Full Time Hybrid 28,000 Role Overview Provide first-line technical support to users by resolving IT incidents and service requests, delivering excellent customer service, and ensuring issues are managed efficiently from initial contact through to resolution or escalation. Key Responsibilities Act as the first point of contact for IT support, providing professional and customer-focused assistance. Log, prioritise, troubleshoot and resolve first-line incidents and service requests. Maintain accurate records within the IT service management system and keep users informed throughout the support process. Escalate complex issues to senior technical teams with clear and complete handover information. Support user account administration, including joiners, movers and leavers. Work within agreed service levels, following established procedures and security policies. Contribute to service improvements, documentation and knowledge sharing within the team. Maintain awareness of information security requirements and protect organisational and customer data. Skills and Experience Essential Previous experience in a First Line Service Desk, Helpdesk or MSP environment. Good knowledge of Microsoft 365 administration and troubleshooting. Experience using IT ticketing or service management systems. Strong communication, customer service and problem-solving skills. Ability to prioritise workload, follow processes and work to SLAs. ..... full job details .....