Service Desk Analyst

1st Line Support Engineer / Service Desk L1

Role Overview

The 1st Line Support Engineer is the first point of contact for our customers. The role is responsible for monitoring, logging, triaging and resolving customer support requests via Jira, and coordinating with onsite Smart Hands and internal teams to ensure timely resolution in line with SLAs.

This is a remote role operating on a 24/7 shift rota supporting mission-critical infrastructure.

Key Responsibilities:

Ticket Management & Customer Support

• Act as the first point of contact for all customer incidents, service requests, and enquiries via Jira Service Management

• Accurately log, categorise, prioritise, and assign tickets according to agreed SLAs

• Provide regular updates to customers on ticket progress and resolution

• Ensure all tickets are clearly documented with actions taken and outcomes

Incident Triage & ...