IT Service Desk Analyst (1st Line Support)

🔒 Confidential Employer
Posted 3 May 2026
LOCATION
Thatcham
TYPE
Full-time
LEVEL
Associate
CATEGORY
IT Support & Infrastructure
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Microsoft Active Directory Office 365 / Exchange Windows 10/11 Remote Support Tools ServiceNow Azure Networking (Juniper, Aruba, Fortinet) Incident Management

FULL DESCRIPTION

IT Service Desk Analyst (1st Line Support)

Location: Thatcham, Berkshire

Employment Type: Full-Time

Minimum Experience: Experienced

Shift: 24x7x365, 4 days on/4 days off/4 nights on/4 days off, 12-hour shifts

Key Responsibilities

  • Act as the single point of contact for IT Incidents, Requests, and Events
  • Log, classify, prioritise, and manage tickets in line with SLAs
  • Provide first-line technical support via telephone and remote tools
  • Troubleshoot and resolve hardware, software, application, and network issues
  • Maintain regular communication with customers throughout the ticket lifecycle
  • Monitor alerts from proactive monitoring systems and manage events accordingly
  • Escalate incidents to resolver groups or third parties where required
  • Liaise with vendors and suppliers, acting as a central communication point
  • Allocate and schedule tickets to Field Engineers, ensuring correct resourcing
  • Maintain and update the knowledge base and internal documentation
  • Administer IT systems, including user account creation and updates
  • Ensure accurate and timely ticket updates within the Service Management platform
  • Participate in out-of-hours support, on-call, or overtime when required

Essential Skills & Experience

  • 1–2 years’ experience working in IT, ideally within a Managed Services environment
  • Experience supporting Windows 7 / 10 / 11
  • Microsoft Active Directory
  • Exchange / Office 365
  • Microsoft Desktop and Server Infrastructure
  • Basic networking knowledge (Juniper, MIST, Aruba, Fortinet)
  • Experience with remote support tools
  • Laptop, desktop, and thin client support
  • Strong incident triage and troubleshooting skills
  • Excellent communication and customer service skills

Desirable Skills & Experience

  • Experience with ITSM tools (e.g. ServiceNow)
  • Azure platform experience or Azure Fundamentals certification
  • Knowledge of Web filtering (Websense, Mimecast)
  • Endpoint security (Microsoft Endpoint Protection, McAfee)
  • SharePoint
  • Patching and maintenance tasks
  • Hyper-V, SCVMM, SQL Server, clustering
  • Networking or cloud certifications

Key Attributes

  • Customer-focused with a commitment to service excellence
  • Strong analytical and problem-solving skills
  • Ability to work independently and as part of a team
  • Highly organised with excellent attention to detail
  • Proactive and eager to learn and develop
  • Professional, reliable, and able to work under pressure
Sign up free — access 45,000+ UK sponsor-licensed jobs