1st Line Service Desk Analyst
| Company: | Fawkes & Reece |
|---|---|
| Salary: | £22,000 - £26,000 |
| Hours: | Full-time |
| Location: | City of London, E14 5AB |
| Job type: | Permanent |
| Posting date: | 28 Jul 2026 |
| Closing date: | 10 Aug 2026 |
Summary
1st Line Service Desk Analyst Role
Full-time, permanent role
Location: 5 days in Canary Wharf
Need to have construction experience
Main Responsibilities
Field incoming service desk incidents and requests:
- Act as a contact for the internal customers receiving IT incidents and requests through calls, emails, portal and walk-ins
- Receive, log, and manage incidents and requests within the IT Service Management platform
- Assist maintenance of our asset management database, tracking changes accordingly
- Provide a high-level of customer service and adhere to service management principles and processes (ITIL)
Resolve IT service desk requests and incidents:
- 1st line technical IT Support for End Users (incl. VIP Director level) and their devices or applications, always aiming to achieve a first-time fix, adhering to agreed SLAs and following escalation guidelines
- Escalate issues to 2nd/3rd Line and Major Incident teams when required
- Action procurement requests for IT equipment, applications, and internet services
- Guiding users through troubleshooting steps
- Keeping track of open issues and following up with users and other IT staff to ensure a timely resolution
- Keeping users informed about the status of their issues and communicating any IT-related notices
Maintain IT Documentation and Knowledge base:
- Document troubleshooting procedures
- Document known fixes
- Create end user training guides
Ongoing Support, Maintenance, and Protection:
- Be aware of and escalate security concerns or flags identified promptly
Continual service improvement:
- Identify and drive forward improvements to process/service
If you're interested and have the right experience, then please apply or reach out to Paige Camies at the Fawkes & Reece office today!
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