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Junior IT Service Desk Analyst, 1st Line Support
PreventxJunior IT Service Desk Analyst providing 1st line technical support in a hybrid role. Responsible for maintaining smooth day-to-day IT operations and assisting end users with queries.
About the role
Key responsibilities & impact- Act as the first point of contact for IT and application-related queries
- Log, categorise, and prioritise support requests using the ticketing system
- Provide first-line troubleshooting for hardware, software, and applications
- Support users with password resets, access requests, and common issues
- Escalate more complex problems to second-line support when required
- Set up and support desktops, laptops, mobile devices, and applications
- Communicate clearly with users, providing updates and managing expectations
- Assist in creating and maintaining knowledge base articles and user guides
- Perform routine IT checks and maintenance tasks
- Deliver excellent customer service at all times
Requirements
What you’ll need- Basic understanding of IT systems, hardware, and software
- Familiarity with Microsoft Windows and Office applications
- Minimum GCSEs (or equivalent), including Maths and English
- Basic knowledge of networking concepts (e.g., Wi-Fi, IP addressing) (desirable)
- Previous experience in a service desk or customer service role (desirable)
- Awareness of ITIL principles (training can be provided) (desirable)
Benefits
Comp & perks- Ongoing professional development and technical training
- Opportunities to gain industry-recognised certifications
- Potential access to structured programmes such as a Level 3 IT Support apprenticeship (for the right candidate)
- Supportive team environment with experienced IT professionals
- Clear progression pathways into IT Support Engineer or specialist roles
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingIT systemshardwaresoftwarenetworking conceptsMicrosoft WindowsMicrosoft Officeticketing systempassword resetsaccess requests
Soft Skills
customer servicecommunicationproblem-solvingexpectation management
Certifications
GCSEsITIL principles