1st Line Support

1st Line IT Service Desk Analyst

• Location: West London, Kensington
• Contract Type: 12 Month Rolling Contract
• Salary/Hours: £18/hr, 37.5hrs a week

Reed is partnering with a leading global manufacturer of optical and vision care solutions to recruit a skilled 1st Line IT Service Desk Analyst. This trusted client is renowned for innovation and excellence in their field, and this role offers an exciting opportunity to join their dynamic IT team and provide essential technical support across the business.

Day-to-day of the role:

• Act as the first point of contact for IT queries via phone, email, and in-person at the IT Bar.
• Troubleshoot and resolve Level 1 incidents and requests; escalate to Level 2 when necessary.
• Manage and monitor incident queues in ServiceNow, ensuring accurate and detailed logging.
• Assist with equipment requests and ensure proper asset management updates.
• Support password resets and account troubleshooting following cybersecurity protocols.
• Provide guidance on platforms such as My Services and assist with mobile device requests.

Required Skills & Qualifications:

• Previous experience in an IT support or service desk role (preferred).
• Strong troubleshooting skills and ability to work under pressure.
• Excellent communication and customer service skills.
• Familiarity with tools such as Active Directory, ServiceNow, and Microsoft 365.
• A proactive attitude and willingness to learn new technologies.

Benefits:

• Be part of a collaborative IT team with opportunities for growth.
• Gain hands-on experience with industry-leading tools and processes.
• Competitive salary and benefits package.

To apply for the 1st Line IT Service Desk Analyst position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this position.