Job Description

1st Line IT Service Desk Analyst

A bit about us

At Gamma we provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region.

Our people are at the heart of everything we do. When you join us, you’ll be part of a collaborative, forward-thinking team that’s transforming how businesses connect and communicate globally.

We’re growing fast, but we never lose sight of what matters: our people. Whether you're looking to develop your skills, take on new challenges, or make a meaningful impact, Gamma is the place to do it.

Who are we looking for?

We’re looking for a customer-focused 1st Line IT Service Desk Analyst to join our IT Service Desk team. You’ll be the first point of contact for IT requests and incidents across Gamma, providing timely, professional support to colleagues through phone, walk-up, and self-service channels.

You’ll use your technical knowledge and problem-solving skills to diagnose and resolve issues wherever possible, escalating to 2nd Line support when needed. You’ll also support new starters with hardware and account setup, help colleagues get the most from Gamma’s IT systems, and contribute to improving our Service Desk processes and knowledge.

This is a hands-on, people-focused role where clear communication, good judgement, and a commitment to excellent service are essential.

What will you be doing day-to-day?

• Providing 1st line support for IT incidents and service requests via phone, walk-up, and self-service tickets.
• Building and preparing laptops and user accounts for new starters, including completing IT enrolment.
• Assessing incidents and requests, troubleshooting issues, and resolving or escalating them to 2nd Line support where appropriate.
• Supporting users with hardware, software, Microsoft products, connectivity, and other IT systems.
• Providing guidance and informal training to help colleagues use Gamma’s IT systems effectively.
• Maintaining accurate ticket records, documenting troubleshooting steps, resolutions, and meaningful updates.
• Managing user accounts and access as required.
• Raising purchase orders and working with suppliers to source replacement IT equipment.
• Sharing knowledge and contributing to the development and improvement of Service Desk processes.
• Ensuring IT policies, processes, and security requirements are followed.
• Working with colleagues and suppliers to resolve issues and deliver a high-quality service.
• Travelling to other Gamma locations when required, including occasional overnight stays.

What you'll need

We’re looking for someone with a strong customer service mindset, good technical knowledge, and the ability to work calmly and effectively in a busy support environment.

You’ll have:

• Experience providing IT support in a Service Desk or similar environment.
• Knowledge of Microsoft desktop operating systems, including Windows 10 onwards.
• Good working knowledge of Microsoft 365, Active Directory, Group Policy, and Exchange.
• Understanding of networking and connectivity fundamentals.
• Strong problem-solving skills, with the ability to ask the right questions and identify appropriate troubleshooting steps.
• Ability to assess urgency, prioritise workload, and make sound decisions about when to resolve or escalate an issue.
• Excellent written and verbal communication skills, with the ability to explain technical information clearly to non-technical users.
• Strong interpersonal skills and a customer-focused approach.
• Ability to manage multiple tasks and work under pressure to tight deadlines.
• Good attention to detail, particularly when documenting tickets and managing user or equipment requests.
• A willingness to suggest improvements and contribute ideas to the development of the Service Desk.
• Ability to work effectively with colleagues, 2nd Line teams, and external suppliers.

What do we offer you?

• 25 days annual leave + birthday
• Subsidised private medical insurance
• 5.1% matched pension contributions
• Enhanced parental leave
• Life assurance and Income protection
• Share save and incentive plans
• Electric Vehicle and Cycle scheme
• Employee discounts
• Volunteer day

A few things to note

We require all candidates to be eligible to work in the UK and pass a basic DBS check.

If you don't meet every requirement but feel you could thrive in this role, we would still encourage you to apply.

Gamma is an equal-opportunity employer committed to building diverse, inclusive teams where everyone feels valued and can be their authentic selves. We welcome applicants from all backgrounds, especially those underrepresented in our industry. As a family-friendly employer, we foster a culture of trust, autonomy, and flexibility to support your work-life balance and help you thrive at Gamma.

For recruitment agencies – we have a network of fantastic partners that support us in our hiring from time to time. We're not looking to increase that network currently, so please don't send speculative CVs.

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