1st Line IT Service Desk Support

  • Location
    City Of London, Greater London
  • Category
    IT - Helpdesk, Technical Support
  • Job type
    Temporary contract
  • Industry
    IT and Telecoms
  • External Reference

1st Line IT Service Desk Support

Our client, one of the world's largest cosmetics company is looking for a 1st Line Service Desk Support Analyst to join there fast-paced team.

The IT Service Desk Analyst will provide first line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues and needs to have a genuine passion for quality and the delivery of great customer service. There is also a range of administration duties within this role.

  • Start Date: ASAP

  • Duration: Temporary, On-going position

  • Pay Rate: £15.42 per hour

  • Hours: Monday - Friday, 37.5 hours - can either be: 8am - 4:30pm / 9am - 5:30pm or 10am - 6:30pm

  • Location: Hammersmith, London


* Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
* Receiving, logging and managing calls from internal staff via telephone and email
* Maintaining an Asset Database and track changes
* 1st line support - troubleshooting of IT related problems from software to hardware, such as iPhones, Laptops, PCs and Printers
* Troubleshoot basic network issues such as ADSL broadband issues
* Escalate unresolved calls to the IT Services Manager
* Log all calls in the Service Desk Call Logging system (SupportWorks, ServiceNow experience is essential).
* Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
* To maintain a high degree of customer service for all support queries and adhere to all service management principles
* Publishing support documentation to assist staff with requests for information & provide staff training if required
* Good Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
* Airwatch account management and provision
* To arrange for external technical support where problems cannot be resolved in house


* Excellent communication skills and telephone manner.
* Excellent organisational skills
* 2 years previous IT Service Desk and/or Call Centre experience required
* Incident Management experience - Managing incidents including business expectations and communication
* User & Security Group Active Directory administration
* Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2010
* Experience with using and troubleshooting Outlook 2010/2016 within a network environment (permissions, calendar sharing, delegation)
* Good knowledge of SupportWorks/Service Now

If this is the role for you, then apply today! Only shortlisted candidates will be contacted. Adecco is an equal opportunities provider.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Megan Fox