Junior Service Desk Analyst

Junior Service Desk Analyst
London
£27,000 - £30,000 PA

A well-established and highly regarded IT Managed Service Provider is looking to recruit a Junior Service Desk Analyst to join its friendly and supportive Service Desk team.

This is an excellent opportunity for an IT graduate, college leaver with relevant qualifications, or someone with basic IT knowledge or exposure looking to begin a career in IT support. Equally, candidates from a strong customer service background with a genuine passion for technology are encouraged to apply.

Working within a close-knit MSP environment, you'll receive hands-on training and mentorship while acting as the first point of contact for customers, helping to log, triage and coordinate IT support requests. This role provides an excellent foundation for progressing into 1st Line Support and beyond.

As the first point of contact for customers, you'll play a vital role in delivering an excellent support experience. You'll be responsible for accurately logging incidents and service requests, ensuring tickets contain the right information and are assigned to the appropriate engineers for resolution.

You'll also keep customers updated throughout the support process whilst working closely with the wider Service Desk team to ensure service levels are maintained.

Responsibilities:
Answer incoming telephone calls, emails and support requests in a professional and friendly manner
Accurately log incidents and service requests within the service desk ticketing system
Gather relevant information from customers to ensure engineers have everything needed to investigate issues
Categorise and prioritise tickets in line with Service Level Agreements
Assign tickets to the appropriate engineers or technical teams
Provide customers with ticket reference numbers and regular progress updates
Monitor ticket queues to ensure requests are progressing within agreed timescales
Escalate urgent or high-priority incidents where appropriate
Maintain accurate ticket documentation and service records
Assist with general service desk administration and reporting

Requirements:
A genuine interest in technology and IT
Excellent customer service and communication skills
Strong attention to detail and organisational skills
The ability to remain calm and organised in a busy environment
A positive attitude and willingness to learn
Good knowledge of Microsoft Office applications
An IT-related degree, college qualification or apprenticeship will be highly beneficial
Previous experience in a customer service, helpdesk or service desk environment.