Service Desk Advisor – 1st Line, Windows

Service Desk Advisor – 1st Line, Windows

My client is seeking a 1st Line Service Desk Analyst to join a busy IT support function, providing technical assistance to end users across a fast-paced and business-critical environment.

Key Requirements:

• Previous experience within an IT Service Desk, Helpdesk or End User Support position.
• Strong customer service and communication skills with the ability to support both technical and non-technical users.
• Experience troubleshooting Windows, Microsoft 365, user accounts, printers and mobile devices.
• Confident managing incidents and service requests through a ticketing platform.
• Ability to prioritise workloads and work effectively in a fast-paced environment.
• Strong problem-solving skills with a proactive approach to issue resolution.
• Experience working to SLAs and escalating complex issues where required.
• Comfortable providing both remote and onsite user support on a shift pattern.
• Collaborative approach and ability to work effectively across teams.

Nice to Have:

• Experience within healthcare, regulated or business-critical environments.
• Exposure to ITIL-based support processes.
• Experience with ServiceNow or similar ITSM tools.
• Knowledge of identity and access management processes.
• Relevant IT certifications or technical qualifications.