Service Desk Analyst
(1st Line)

Join a UK Leader in Managed IT Services

Location: London, UK (Hybrid)

Reports to: Service Desk Team Leader

Salary: Competitive salary, based on experince

Before You Meet Us, Get To Know Us

Fifosys proudly holds a place among the top 10 Managed Service Providers globally. With a legacy dating back to 2001, we've consistently delivered premium managed IT services, establishing ourselves as a key IT partner for businesses across diverse industries. Our commitment to excellence is evident in our consecutive ISO 27001 certifications since 2013 and our recognition as a leading MSP in the UK according to Channel Futures' MSP501 rankings. At Fifosys, we take the time to understand our clients' organisations, customising our expert services to suit their unique needs.

Fifosys stands out with a confident, accessible, and enterprising approach, prioritising performance, service, and value. Our aim is to excel in the ordinary, simplify complexity, and empower our clients to build better, stronger businesses.

We’re looking for a Service Desk Analyst to join our team and help us deliver on our promise to our clients.

Role Overview:

As a Service Desk Analyst, you will be an integral part of our dynamic Service Delivery Team, at the forefront of delivering the highest levels of service in face-to-face and remote IT support to our clients.
Key responsibilities:

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Act as the first point of contact for our clients’ IT requests and issues via phone, ticketing system and email.
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Diagnose and resolve 1st line assigned tickets within target resolution times.
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Accurately classify and log tickets, keeping detailed ticket notes throughout the lifecycle of a ticket.
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Provide excellent customer service and an excellent customer experience at all times.
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Conduct personal queue and ticket triage to prioritise and manage your workload, escalating as and when required using internal processes.
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Liaise with partners and third-party vendors to resolve customer issues.
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When allocated, perform the dispatch role, allocating inbound email requests and balancing the workloads of other technicians.
Key Requirements

Experience

Previous IT support experience (1st line)
Strong troubleshooting skills (Windows OS, Office 365, AD, DNS)
Excellent communication and customer service skills
Passion for tech and continuous learning
Calm under pressure and a great team player
Key Benefits
Competitive and attractive salary
25 days of annual leave + bank holidays
Company paid sickness
Interest-free season ticket loan
Group personal pension
Eye tests
Private medical insurance
Funded learning and development
Funded social events

Ready to Take Your Next Step?

If you are enthusiastic about technology, customer service, and professional growth, we invite you to become a key member of our Service Desk team at Fifosys.