Helpdesk Analyst

1st Line Support Analyst (Applications & Networks)

£28,000–£32,000 per annum

Location: Central London

In Office 5 days per week
Shift Pattern: Starting with 1 month of 8:00am–16:30 & then you will go onto a shift pattern which is either earlier or later starts (Mon–Fri)

Are you a proactive, customer-focused IT support professional looking to build your career in a fast-paced environment? We’re looking for a 1st Line Support Analyst with strengths across business applications and network connectivity to join my client's growing team.

You’ll be the first point of contact for technical issues, ensuring our users receive efficient, friendly, and effective support to keep our operations running smoothly.

Key Responsibilities

User Support

• Provide first-line support via phone, email, and ticketing systems.
• Deliver clear communication, regular updates, and a great user experience.

Application Support

• Troubleshoot login issues, performance failures, and configuration queries.
• Support core business applications, including SaaS and on-prem systems.

Network Support

• Diagnose Wi-Fi, VPN, and LAN connectivity issues.
• Determine local vs. broader network faults and escalate when needed.

Incident Management & Troubleshooting

• Log, categorise, prioritise, and track all incidents and service requests.
• Follow structured troubleshooting steps using scripts and knowledge bases.

Monitoring & Administration

• Monitor system alerts, dashboards, and network tools to spot early issues.
• Handle user account creation, password resets, permission changes, and access requests.

Documentation & Knowledge Sharing

• Maintain internal knowledge bases, FAQs, and troubleshooting guides.
• Escalate to 2nd/3rd line teams with clear and accurate technical notes.

Required Skills & Experience

• Knowledge of Windows OS and core networking (TCP/IP, DNS, DHCP).
• Understanding of VPN principles, Wi-Fi troubleshooting, and connectivity basics.
• Experience supporting enterprise applications, authentication, and access issues.
• Familiarity with ticketing tools such as ServiceNow, Jira, or Freshservice.
• Excellent communication skills—able to translate technical concepts for non-technical users.
• Strong analytical skills with a structured approach to problem solving.
• Customer-focused attitude, with patience and professionalism.
• Ability to remain calm and effective during outages or high-volume periods.

Desirable Experience

• Exposure to Active Directory or Azure AD.
• Basic understanding of ITIL processes.
• Experience with remote support tools.
• Awareness of cybersecurity fundamentals (MFA, phishing prevention, endpoint protection).

Key Personal Attributes

• Proactive, curious, and eager to learn
• Calm under pressure
• Detail-driven with strong documentation habits
• Collaborative, but able to work independently when required