1st Line IT Support Analyst

A highly successful and growing business based in Kings Cross are looking for an enthusiastic 1st Line Helpdesk Analyst.  Working in a team of four, supporting 200 users in a Windows environment you will have the opportunity to grow and build on your existing skills.

As the 1st Line Support Analyst you will be responsible for receiving, logging, managing or escalating (both internally and externally) and then closing tickets received from all users across the business. Tickets are received via the IT Helpdesk portal (Service Now), email and via the telephone.

This role would suit a recent graduate or school leaver that has undertaken some form of study across IT or Computer Science.

You will work together with the IT Manager, wider IT team and 3rd party suppliers to ensure the smooth operation of all systems and technical services for the organization. 


Primary Responsibilities


Initial point of contact to questions, enquiries, requests and incidents from users.

Log incidents, requests and changes using IT Helpdesk tools (specifically Service Now), ensuring that all necessary information is obtained.

Monitor queues to ensure that they are actioned appropriately and in a timely manner.

Ensure incidents and requests are escalated appropriately with all required information obtained at point of escalation.

Initiate and maintain communication to end users and 3rd party suppliers at all stages of incidents and requests.

Administer user accounts Carry out IT inductions for new starters.

Laptops and mobile repairs, replacements, upgrades and deployments.

Provide support related to AV and IT equipment in meeting rooms, collaboration spaces etc.

Create, maintain and review IT documentation e.g. checklists, asset registers, user guides etc.

Management of domains, including ordering new domains, processing renewals, ordering new certificates and engaging with 3rd parties to arrange their application.




Adobe Creative Cloud suite

Dell Laptops

Dell SonicWall Firewalls & VPN

iPhones, Android devices

Microsoft Azure Technologies

    • Windows Virtual Desktop
    • Intune/Endpoint Manager
    • Defender ATP
    • Azure Active Directory

Microsoft Office 365 suite

Microsoft SCCM

Microsoft SharePoint & CRM

Microsoft Teams

Microsoft Windows 10 Enterprise Editions



The salary on offer for this role is £25,000.

London - North
IT Support
Contact Name:
Charlie Freeth

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