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.
Essential:
- Strong customer service and communication skills, with a professional and client-focused approach.
- Solid understanding of Windows OS, Microsoft 365, and common business applications.
- Ability to troubleshoot hardware and software issues effectively.
- Familiarity with ITSM tools (e.g., ServiceNow, Remedy).
Desirable:
- ITIL Foundation certification.
- Previous experience in a Service Desk or IT support role within a professional services or financial environment.
Key Competencies
- Analytical thinking and problem-solving skills.
- Ability to work under pressure and manage multiple priorities in a deadline-driven environment.
- Collaborative team player with a proactive attitude.
- Strong attention to detail and documentation accuracy.
- Flexibility and adaptability to changing business needs.
Our Values
- Straightforward: We provide clear, no-nonsense advice
- Confident: Our guidance is backed by expertise and evidence
- Pragmatic: We focus on practical solutions and tangible outcomes
- Real: We are professional yet approachable, understanding the challenges our clients face
Our Commitment to You and the Environment
At FRP, sustainability is integral to our strategy and operations. Our sustainability depends on building and maintaining meaningful, long-term relationships with all our stakeholders – including our employees, clients, and local communities – while also reducing our impact on the natural environment.
We are always striving to improve in all areas – whether it’s our people, our clients, our planet or our governance. Our ongoing success as a business depends on our sustainability and agility in a changing and challenging global landscape.
We are committed to fostering an inclusive, equitable, and diverse culture for our people. We maintain an Equal Opportunities Policy, ensuring that recruitment and employment decisions are based solely on the skills and experience required for our professional services — regardless of ethnicity, race, sexual orientation, disability, or any other protected characteristic. We believe every individual should have the opportunity to thrive.
Our learning and development programmes enable us to invest in growing our employees’ careers. We aim to empower our team members to each achieve their potential.
We are committed to growing long-term relationships with our clients and supporting them in achieving their objectives. We understand that our clients’ sustainability and success lead to our sustainability and success. We are emotionally invested in our clients right from the beginning.