Service Desk Analyst

1st Line Support Analyst 

Reports To:                 1st Line Team Leader

Location:                     ISO, Norwich

Hours of Work:            Mon-Fri 8am-6pm (Rota)

The Role
The IT Service Desk is the single point of contact for all IT services, requests, and incidents.  The IT Service Desk is a busy, dynamic, fast paced team, servicing multiple individual businesses and over 1500 colleagues.

You should have excellent customer service skills and broad knowledge of IT. Be confident, friendly and approachable with a good telephone manner and able to communicate with staff who have varying IT Knowledge. Having an eye for detail and accuracy is essential.

You will have 1-2 years’ experience within IT service desk and demonstratable customer service skills with an aptitude for technology.

Include but not limited to:

  • Receiving and handling requests for service, following agreed procedures and SLA’s, accurately and to a high-quality originating from our portal, telephone, and face to face.
  • Logs incidents and service requests and maintains relevant records:
  • Identifies and classifies incident types and service interruptions
  • Records incidents cataloguing them by symptom and resolution
  • Provide 1st line technical support
  • Acting as customer liaison and delivering an excellent customer experience
  • Take ownership of user requests and be pro-active when dealing with user issues
  • Providing updates to the customer on the progression of their call
  • Administration of required systems and documentation
  • Liaising with 2nd and 3rd line support teams and 3rd party / vendor support teams
  • Escalating calls where necessary, monitoring 2nd and 3rd line SLA’s
  • Maintain the IT asset register
  • You will be required to travel to other offices as and when required
  • Support hours are currently 8am to 6pm Monday to Friday, with a shift rota.


  • Telephone and face to face customer service skills
  • Empathy and understanding of customer needs
  • Effective organisation and time management skills
  • A good technical understanding of computers, networks and communications systems
  • Exceptional attention to detail
  • Ability to work accurately under pressure
  • Excellent communication and interpersonal skills

Knowledge and experience in the following will be advantageous.

  • Knowledge of Windows 10, M365 & Active Directory
  • ITSM Tools
  • MS Outlook
  • MS Teams
  • Defender
  • iOS / iPhones / iPads
  • Go To Assist, GoToMyPc
  • Sharepoint

Vacancy Information

Job Type
Office based
Work Type
Full Time

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Working for Citation you will have access to 25 days holiday plus your birthday off work, childcare vouchers, gym membership discounts and more.

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