1st Line Service Desk Analyst

1st Line Service Desk Analyst required by market leading, award winning, professional services organisation based in Bristol. This is an excellent opportunity for someone with a passion for technology and customer service to develop their skills within a supportive environment, acting as the first point of contact for IT support across the business.

The Role

Working as part of a collaborative IT team and reporting to the Service Desk Manager, you will provide front-line support to users, ensuring issues are logged, diagnosed, and resolved efficiently.

Key responsibilities include:

• Acting as the first point of contact for all IT support queries
• Logging, categorising, troubleshooting, and resolving technical issues
• Escalating more complex problems to 2nd line support where required
• Supporting a range of applications, including Microsoft 365 and other business systems
• Assisting with hardware and software installations, configurations, and upgrades
• Contributing to IT projects, including system upgrades and new implementations
• Delivering a high level of customer service with a positive and proactive approach

This is a user-facing and telephone support role, requiring strong communication skills and a professional, approachable manner.

About You

• Previous experience in an IT support or helpdesk environment is desirable
• Good working knowledge of Windows 10/11 and Microsoft 365 (Word, Outlook, Excel, PowerPoint)
• Basic understanding of networking and desktop hardware
• Awareness of cyber security best practices
• Strong problem-solving skills and attention to detail
• Excellent communication skills, with the ability to explain technical issues to non-technical users
• A positive, team-oriented attitude with the ability to work independently

Benefits

• Annual bonus
• Private medical insurance (BUPA)
• Competitive pension scheme
• 25 days annual leave
• Additional travel-related benefit (e.g. train/parking support)