Tier 1 Service Analyst

We're looking for a Tier 1 Service Analyst to join our Service Desk Team. The Tier 1 Service Analyst is the first point of contact for customers seeking IT support within an MSP environment. The role involves logging, diagnosing, and resolving a range of IT issues, as well as escalating more complex cases to Tier 2 or 3. In this role, you will deliver exceptional customer service, troubleshoot effectively, and maintain efficient communication to ensure clients experience minimal downtime. Career Path & Progression: This role is an entry-level position that offers clear opportunities for career progression within the MSP. As experience and technical skills develop, engineers can move into Tier 2 and Tier 3 roles, specialising in areas such as network administration, cloud services, or cybersecurity.Reporting to the Service Desk Manager, key responsibilities of the role are as follows: Customer Support & Issue Resolution Provide first-line technical support via phone, email, or through a ticketing system Troubleshoot and resolve hardware, software, and network-related issues Follow the defined processes for incident and problem management, including proper documentation Escalate unresolved issues to higher-tier engineers in accordance with SLA timeframes Ticket Management Accurately log all issues, requests, and tasks using the service desk ticketing system Track, prioritise, and manage tickets to ensure prompt resolution within SLA guidelines Effectively keep clients informed of ticket progress and resolution status Incident & Request Management Triage all incidents, and perform an initial diagnosis. Where incident is simple, progress the incident through to resolution or until escalation time is reached Take ownership of Service Requests ensuring that they are actioned or escalated within SLA Hardware & Software Support Assist with the installation, configuration, and maintenance of end-user hardware and software Support users with email, Office 365, Active Directory, VPN, and other applications Provide basic network troubleshooting (e.g. Wi-Fi, connectivity issues, printer configuration). User Account Management; create, modify, and disable user accounts in Active Directory, Office 365, and other systems Reset passwords and troubleshoot login/ authentication issues Monitoring & Incident Reporting Monitor client systems and alert management teams of potential issues Create incident reports and participate in post incident reviews where necessary Collaboration & Documentation Work closely with Tier 2 and Tier 3 teams to ensure seamless resolution of escalated issues Maintain and update technical documentation, knowledge base articles, and SOPs for end-users and support teams Training & Development Keep up-to-date with emerging technologies, products, and IT best practices Actively participate in internal training to advance to higher technical levels Proactively utilise the online training portals made availableSkills, knowledge, competencies that are required for the role are as follows: Essential Technical Knowledge Good understanding of Windows OS, Microsoft Office, and Office 365 suite Basic knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN) Familiarity with Active Directory user management Experience using remote desktop tools to troubleshoot end-user issuesCommunication Excellent verbal and written communication skills Ability to simplify technical information for non technical users Strong customer service orientation, with a polite and friendly attitudeProblem-Solving Logical approach to troubleshooting and issue resolution Ability to prioritise tasks effectively and manage time efficientlyTeamwork & Collaboration Work collaboratively with other service desk engineers and cross-functional teams Willingness to ask for help and share knowledge with colleaguesAttention to Detail Ability to document issues, resolutions, and ongoing activities with precision Maintain clear, concise, and accurate records in the ticketing systemOtherPrevious experience in a customer-facing IT support role, ideally within an MSP environment Familiarity with ITIL principles and best practices Knowledge of desktop and laptop hardware troubleshooting Basic understanding of cybersecurity practices Industry certifications (e.g., CompTIA A+, Microsoft 365 Fundamentals)Desirable Experience working in an IT Managed Service Provider (MSP) setting Familiarity with IT service management tools (e.g., HaloPSA, ConnectWise, Autotask) Experience supporting cloud-based services such as Microsoft Azure and Microsoft 365 Exposure to mobile device management (MDM) solutions.