1st Line Service Desk Analyst

1st Line Service Desk Analyst Job Description Template

Our company is looking for a 1st Line Service Desk Analyst to join our team.


  • Provide support on a range of software and technical issues via phone, email and remote access tools;
  • Taking ownership of issues and maintain regular customer contact;
  • Investigate, capture and record quality data;
  • Communicate with customers demonstrating high levels of professionalism;
  • Follow data compliance processes and procedures;
  • Attempt resolution or escalate to specialist support teams;
  • Work to Service Level Agreements and specified targets and objectives;
  • Work to standard operating procedures and instructions;
  • Work as a member of the 1st line response team to log calls in the MS Dynamics CRM system and update contacts made to the Service Desk.


  • Experience of working in an ITIL compliant environment;
  • Excellent telephone manner;
  • The ability to build up a good rapport with customers at all levels;
  • Experience of online service products including applications;
  • Previous Support / Helpdesk / Service Desk or Call Centre experience;
  • Ability to communicate effectively at all levels;
  • Good communication skills including spoken and written English;
  • DBS checks will be required;
  • A good logical approach to problem-solving;
  • Self-motivated and conscientious;
  • Good communication and presentation skills;
  • Able to keep up to date with the latest technological advances;
  • The ability to empathise with customers at all levels;
  • Good timekeeping;
  • Previous experience working in customer support or education environment.