Helpdesk Analyst

We are looking for a reliable and customer-focused Helpdesk / Service Desk Analyst to join a busy support team. This is a key role, acting as the first point of contact for internal users and clients, helping resolve technical issues and ensuring smooth operations across the business. The Role As a Helpdesk Analyst, you will provide frontline support for IT and technical enquiries. You will log, monitor, and resolve requests and incidents, escalating where necessary, and ensuring high levels of customer satisfaction. The ideal candidate will be organised, communicative, and confident working in a fast-paced environment. Key Responsibilities

• Act as the first point of contact for helpdesk enquiries via phone, email, or ticketing systems
• Log, manage, and progress incoming support requests and incidents in line with agreed service levels
• Troubleshoot and resolve basic technical issues, escalating more complex problems as needed
• Provide excellent customer service, keeping users informed of progress and outcomes
• Maintain accurate records of support activity and resolutions
• Support users with software, hardware, and system access issues
• Assist with routine system monitoring and reporting
• Follow helpdesk processes and procedures to ensure consistency and quality

• Previous experience in a helpdesk, support, or technical support role

• Strong communication and interpersonal skills

• Ability to work methodically and prioritise multiple tasks

• Good problem-solving skills with a customer-focused mindset

• Comfortable using ticketing systems and basic IT tools

• Confident working independently and as part of a team Desirable (but not essential):

• Experience with CRM, CAFM, or service management systems

• Basic IT knowledge (software troubleshooting, user account management, etc.) Personal Attributes

• Professional and friendly manner

• Patient and helpful when dealing with enquiries

• Organised with strong attention to detail

• Willingness to learn and develop new skills

• £30,000 - £35,000 per year
• Supportive and collaborative team environment
• Opportunities for training and career progression
• A role with real impact in helping users get the most from their systems

Nouvo Recruitment London Ltd operate as an independent recruitment agency with over 20 years of experience supporting clients and candidates nationally across the UK