Service Desk Analyst (1st Line)London (NW6) Hybrid (3 days onsite, 2 days remote) Occasional client travelAre you passionate about delivering exceptional IT support and solving problems with a smile? Do you thrive in a fast-paced environment where great customer service meets technical expertise? We''re looking for a motivated Service Desk Analyst to join our dynamic Service Delivery Team as the first point of contact for our clients'' IT needs.About the RoleAs a Service Desk Analyst, you''ll play a vital role in ensuring our clients receive fast, friendly, and effective support. You''ll handle incoming requests, diagnose and resolve issues efficiently, and help keep businesses running smoothly every day.Key ResponsibilitiesAct as the first point of contact for client IT requests and issues via phone, email, and our ticketing systemDiagnose and resolve 1st line tickets within agreed target resolution timesAccurately log, classify, and document tickets with clear, detailed notes throughout their lifecycleDeliver outstanding customer service and a positive experience at all timesManage your personal ticket queue, prioritise workload, and escalate issues following internal processesLiaise with third-party vendors and partners to resolve complex issuesWhen required, take on the dispatch role - allocating incoming requests and balancing team workloadsWhat We''re Looking ForExcellent customer service, telephone, and client-facing skillsPrevious experience providing IT support (1st