The Service Desk Analyst acts as the first point of contact for all IT-related incidents and service requests within FRP Advisory. This role is critical in ensuring smooth technology operations across a fast-paced professional services environment. You will deliver timely, effective resolutions and exceptional customer service to maintain high user satisfaction and support FRP’s commitment to operational excellence. Location: Fully on-site, flexible across FRP Advisory offices (Chelmsford, Brentwood, London, and other UK sites) Reports To: Service Desk Manager Working Hours Coverage between 08:00 and 18:00, with staggered shifts to ensure early and late support as required. Key responsibilities: Serve as the initial contact for IT support via phone, email, or ticketing system. Log, categorize, and prioritize incidents and service requests using the ITSM platform. Diagnose and resolve technical issues related to hardware, software, and network connectivity. Escalate complex issues to second-line support or specialist teams, ensuring thorough documentation. Provide guidance and support for core business applications (e.g., Microsoft 365, collaboration tools, and FRP-specific systems). Maintain accurate records of all interactions and resolutions in line with compliance standards. Follow ITIL-aligned best practices for incident, problem, and request management. Assist in creating and maintaining knowledge base articles to support self-service and team efficiency. Ensure adherence to FRP’s security policies and regulatory requirements. Contribute to continuous improvement initiatives within the Service Desk function.