1st Line Service Desk Analyst x 4

Job Description

1st Line Service Desk Jobs x4 

UK Leading Technology Services Group urgently seek 4 x  Service Desk Analyst’s  to join their busy Service Desk within their Horsham site. This is a 1st Line Service Desk Analyst position, ideal for someone with 6-18 months IT Service Desk experience.


  • Responsible for ensuring excellent customer service is provided consistently, by following up actions in a timely matter, providing regular customer updates and meeting promises made.
  • You will take ownership for all incidents and requests  
  • Responsible for initial incident triage.
  • Maintaining the rapport with customers and ownership throughout the incident lifecycle.
  • Liaise pro-actively with suppliers and escalate where necessary to achieve customer specific SLA’s.
  • Consistently meet Service Desk KPI set by the Service Centre Manager.
  • Escalate to appropriate remote support engineer
  • Dispatching the appropriate engineer to resolve failures taking into account the SLA’s and skill sets of the engineer.


  • Current or previous Service Desk / Call Centre, Customer Support, Help Desk experience.
  • Strong Customer Service Skills.
  • An interest in I.T. Networking or Telecoms support highly desirable.


  • ITIL Aware
  • ITSM Tools Service Now
  • NVQ Customer Service

Monday to Friday 37.5 hour rota within 7am 7pm, with occasional Saturday

This company is a large employer and investor in people and provides ongoing training and a structured career path and fully comprehensive benefits package for more information please apply or call ASAP.

 Service Desk Jobs, IT Service Management Jobs, ITIL Jobs, IT Support Jobs.