Service Desk Analyst MSP North London Full Time

THAMES 360

Service Desk Analyst (1st Line)

London (NW6)

Hybrid (3 days onsite, 2 days remote) Occasional client travel

Are 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 Role

As 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 Responsibilities

• Act as the first point of contact for client IT requests and issues via phone, email, and our ticketing system
• Diagnose and resolve 1st line tickets within agreed target resolution times
• Accurately log, classify, and document tickets with clear, detailed notes throughout their lifecycle
• Deliver outstanding customer service and a positive experience at all times
• Manage your personal ticket queue, prioritise workload, and escalate issues following internal processes
• Liaise with third-party vendors and partners to resolve complex issues
• When required, take on the dispatch role – allocating incoming requests and balancing team workloads

What We’re Looking For

• Excellent customer service, telephone, and client-facing skills
• Previous experience providing IT support (1st line or helpdesk)
• Strong troubleshooting skills with Windows OS and Microsoft Office
• Hands-on experience (or solid understanding) of Active Directory, Group Policy, DNS, Office 365, and SharePoint
• A keen interest in networking technologies
• Ability to build, configure, administer, and support Windows devices (laptops, desktops, etc.)
• Clear verbal and written communication skills – able to explain technical issues to users of all skill levels
• A genuine passion for learning new technologies, demonstrated through certifications, personal projects, or self-study
• Strong team player who is also highly self-motivated
• Calm, professional approach when dealing with difficult or demanding situations

What We Offer

• Hybrid working arrangement (3 days a week office, 2 days remote)
• Opportunity to work with a variety of clients across different industries
• A supportive, enterprising team environment that values performance, service, and continuous improvement
• Occasional travel to client sites for hands-on support

If you’re a customer-focused IT professional who loves troubleshooting, helping people, and growing your technical skills, we’d love to hear from you.

Ready to apply? Please send your CV and a short covering note explaining why you’re a great fit for this role.