Accessability Links

1st Line Service Desk Analyst

  • Location: Hampshire
  • Salary: £18000 - £19000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security
This vacancy has now expired.

1st Line Service Desk Analyst required by our leading client in Basingstoke for a 12 month fixed term contract paying a pro-rata salary to act as 1st line support for all IT and telephony related issues raised by staff from multiple businesses within our clients organisation. You will have the opportunity to cover multiple internal functions including call logging, first time fixes and more complex investigations.

Role and Responsibilities:

  • Respond to incoming requests made via a variety of channels (email, web, voice), against thresholds in line with the contracted service levels;
  • Log, categorise and prioritise all 1st level calls according to the agreed SLA;
  • First Time Fix calls where appropriate, to customer satisfaction;
  • Maintain customer service standards by answering all calls promptly, remaining courteous and professional at all times;
  • To contribute to overall achievements of required Service Level by maintaining agreed personal targets. Assist in ensuring SLA's and KPI's are met;
  • Compliance - ensure that you understand and adhere to Capita's Security Policies and, where applicable, those of the supported businesses;
  • Good attendance and time-keeping; and any other duties deemed required as part of the day to day role.



  • Ability to work effectively as a member of a team
  • Ability to follow procedures
  • Prior experience of providing 1st Line support within an IT Service Desk environment


  • Basic knowledge of Windows Desktop environments (XP/Windows 7, Windows 10)
  • Basic Network knowledge
  • Good understanding of MS Office Products, including O365 Administration
  • Good understanding of different technologies, including telephony
  • Understanding of MS Active Directory User Administration
  • Understanding of ITIL principles

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

Start your search again

Similar jobs
1st Line Helpdesk
Reading, Berkshire £17000.00 - £25000.00 per annum
C# Microservices Developer
Reading, Berkshire £430 - £440 per day
IT Support Technician
Maidenhead, Berkshire £22000 - £25000 per annum
Back to Top