Are you the go-to tech expert who loves solving problems and helping people? We’re looking for a 1st Line Service Desk Analyst who enjoys fixing issues, learning new skills, and keeping IT systems running smoothly.

You’ll be the first point of contact for clients — logging tickets, troubleshooting technical issues, and delivering friendly, professional support. From Microsoft 365 to Windows and basic networking, you’ll handle a variety of challenges and make sure every client feels supported and confident.

If you’re calm under pressure, customer-focused, and ready to grow your IT career with a supportive team, we’d love to hear from you!

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Who are we?

We are Busy Bee Recruitment, an award-winning recruitment agency supplying both temporary and permanent staffing solutions throughout the UK to our client base spanning multiple sectors including Sales, Marketing, Industrial, Manufacturing, Engineering, IT, Accountancy, Administration & Executive Search.

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Job Duties:

• Act as the first point of contact for clients via phone, email, or ticketing system.

• Log, prioritise, and resolve IT support requests within agreed timeframes.

• Provide remote technical support for Microsoft 365, Windows OS, and Active Directory.

• Troubleshoot issues with hardware, software, networks, printers, and mobile devices.

• Escalate more complex issues to 2nd Line or specialist teams when required.

• Keep clients updated on progress and ensure excellent communication throughout.

• Maintain accurate records and documentation of all support activities.

• Contribute to the knowledge base by recording common fixes and solutions.

• Work collaboratively with colleagues and external partners to resolve incidents.

• Deliver great customer service by being professional, patient, and proactive.

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What we are looking for:

• Previous experience in an IT support or service desk role- ideally within an MSP environment

• Good working knowledge of Microsoft 365, Windows operating systems, and Active Directory.

• Basic understanding of networking (DNS, DHCP, Wi-Fi, VPNs).

• Able to troubleshoot hardware and software issues across desktops, laptops, printers, and mobile devices.

• Strong customer service and communication skills, both written and verbal.

• Able to prioritise and manage multiple support requests effectively.

• Experience using a ticketing system to log and track support issues.

• Team player who enjoys collaborating with colleagues and helping others.

• Organised, reliable, and proactive with strong attention to detail.

• Willingness to learn and develop technical skills through hands-on experience and training.

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Benefits:

• 25 days holiday + 8 bank holidays
• Perkbox
• Employee wellbeing
• 24/7 access to GP services online
• Personal development
• Free access to Udemy for qualifications
• Cycle to work scheme
• Electric car scheme after 2 years service

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If you have not received a response within 3-5 working days, unfortunately your application has been unsuccessful. Busy Bee Recruitment Ltd is acting as an Employment Agency for this Permanent vacancy.

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