Service Desk Analyst / First Line Support

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We are currently recruiting a 1st line support analyst to join our client at their Reading headquarters. The role will be working on our global IT helpdesk providing 1st line support to a range of our clients customers.

The service desk team in Reading support over 250 customers, diagnosing and resolving issues with their software, hardware and service. We are looking for people who are passionate about technology and increasing their existing knowledge, whilst delivering exceptional customer service.

A snapshot of what you will be doing:
• Respond to calls and emails, carrying out fault diagnosis, call vetting and technical support to provide 1st line ticket resolution or escalation
• Identify and apply the correct priority, service level agreement and category whilst capturing a full detailed description of the issue.
• Assign and escalate tickets to 2nd line support where tickets cannot be resolved on a first-line fix basis.
• Proactively monitor, review and chase outstanding tickets to ensure they are responded to promptly and follow the correct contracted service levels.
• Maintain high standards of customer service at all times to encourage an excellent customer experience.
What are we looking for?
• At least 1 years’ experience in an IT support/ Service Desk Analyst role
• Excellent use of MS Office products
• Good understanding of IT networks and IT fundamentals
• Self-motivated with a willingness to learn and adapt to any new change or situation
• Very good verbal and written communication skills
• Process driven with the ability to be innovative
• Excellent inter-personal skills; ability to communicate with customers at all levels.

This role will be on an initial 2 month contract however later down the line will have potential to go permanent on a basic salary between £22,000- £24,000 + pension, life assurance and access to ongoing training and career development. For the initial contract period successful candidates will need to work through our umbrella partner.

The Service Desk team offer 24×7 support so to be considered for this role you must be flexible with working day shifts.

This role is working on a 4 on 4 off basis covering the hours of 7am – 7pm

So if you are a Service Desk Analyst looking for your next exciting opportunity please apply today!

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