JOB DESCRIPTION

Junior IT Service Desk Analyst (1st Line Support)

Responsible to:
IT Manager

Role Overview

We are seeking a motivated and enthusiastic Junior IT Service Desk Analyst to join our IT team. This is an entry-level role ideal for someone looking to build a career in IT support.

The successful candidate will act as the first point of contact for IT-related queries, providing 1st line technical support to end users and helping maintain smooth day-to-day IT operations. For the right candidate, there will be opportunities for advanced training and industry-recognised certifications, potentially including programmes such as a Level 3 Microsoft IT Support apprenticeship.

Key Responsibilities

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

Skills & Experience (Essential)

Basic understanding of IT systems, hardware, and software
Familiarity with Microsoft Windows and Office applications
Strong communication and interpersonal skills
Good problem-solving ability and willingness to learn
Ability to work both independently and as part of a team
Good organisational and time management skills
Minimum GCSEs (or equivalent), including Maths and English

Skills & Experience (Desirable)

Basic knowledge of networking concepts (e.g., Wi-Fi, IP addressing)
Previous experience in a service desk or customer service role
Awareness of ITIL principles (training can be provided)
Interest in progressing into IT support, engineering, DevOps, or security roles

Personal Attributes

Enthusiastic and proactive approach to learning
Strong customer-focused mindset
Reliable and punctual
Good attention to detail
Professional attitude and openness to feedback

Training & Development

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

Working Pattern

37.5 hours per week
Hybrid working model (role-dependent)
Occasional out-of-hours support may be required

Additional Information

Applicants must have the right to work in the UK
A basic DBS check may be required

Equity, Diversity & Inclusion at Preventx

At Preventx, we believe diversity drives innovation and inclusion strengthens our impact. We’re committed to creating a workplace that values individual differences and fosters a culture of respect, belonging, and growth.

We welcome applications from people of all backgrounds, identities, and experiences—including those from underrepresented communities. If you need any support with your application or adjustments during the recruitment process, we’re here to help.

Preventx

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Junior IT Service Desk Analyst (1st Line Support)