1st Line Service Desk Analyst

1st Line Service Desk Analyst
Salary: £20,000 - £26,500 per annum
Location: Wigan, UK
Job Type: Full-time/Permanent
Reports to: Service Desk Manager

Job Overview:

We are seeking a proactive and customer-focused 1st Line Service Desk Analyst to join our IT support team. The successful candidate will be the first point of contact for users requiring technical support and will be responsible for logging, diagnosing, and resolving incidents in a timely and efficient manner. This role is perfect for someone with a passion for technology, strong problem-solving skills, and excellent communication abilities.

Key Responsibilities:

• Act as the first point of contact for IT support queries from internal and external users.
• Respond to incoming incidents and service requests via telephone, email, and ticketing systems.
• Log, categorize, and prioritize incidents in the service desk system.
• Troubleshoot and resolve technical issues, escalating complex problems to 2nd line support where necessary.
• Provide guidance and support for common software applications, hardware, and networking queries.
• Ensure all tickets are updated with accurate and detailed progress notes.
• Follow established processes for incident resolution and service restoration.
• Assist with the configuration and installation of new equipment and software.
• Perform basic user administration tasks, such as password resets and account setups.
• Keep users informed of the status of their requests and ensure timely communication.
• Contribute to knowledge base articles and documentation to help improve future incident handling.
• Participate in team meetings, providing feedback and suggestions to improve service delivery.

ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy.