Service Desk Support Analyst

The Service Desk Analyst acts as the first point of contact for all IT-related incidents and service requests within FRP Advisory. This role is critical in ensuring smooth technology operations across a fast-paced professional services environment. You will deliver timely, effective resolutions and exceptional customer service to maintain high user satisfaction and support FRP’s commitment to operational excellence. Location: Flexible across FRP Advisory offices (Chelmsford, Brentwood, London, and other UK sites) Reports To: Service Desk Manager Key responsibilities: - Serve as the initial contact for IT support via phone, email, or ticketing system. - Log, categorize, and prioritize incidents and service requests using the ITSM platform. - Diagnose and resolve technical issues related to hardware, software, and network connectivity. - Escalate complex issues to second-line support or specialist teams, ensuring thorough documentation. - Provide guidance and support for core business applications (e.g., Microsoft 365, collaboration tools, and FRP-specific systems). - Maintain accurate records of all interactions and resolutions in line with compliance standards. - Follow ITIL-aligned best practices for incident, problem, and request management. - Assist in creating and maintaining knowledge base articles to support self-service and team efficiency. - Ensure adherence to FRP’s security policies and regulatory requirements. - Contribute to continuous improvement initiatives within the Service Desk function. Essential: - Strong customer service and communication skills, with a professional and client-focused approach. - Solid understanding of Windows OS, Microsoft 365, and common business applications. - Ability to troubleshoot hardware and software issues effectively. - Familiarity with ITSM tools (e.g., ServiceNow, Remedy). Desirable: - ITIL Foundation certification. - Previous experience in a Service Desk or IT support role within a professional services or financial environment. Key Competencies - Analytical thinking and problem-solving skills. - Ability to work under pressure and manage multiple priorities in a deadline-driven environment. - Collaborative team player with a proactive attitude. - Strong attention to detail and documentation accuracy. - Flexibility and adaptability to changing business needs. Working Hours Coverage between 08:00 and 18:00, with staggered shifts to ensure early and late support as required.