1st Line Service Desk Analyst
Resolve more tickets at the first line — desktop, Microsoft 365, access and connectivity issues — documented and escalated cleanly to the right tier, billed in GBP.
Five reasons clients stay past the first hire
One resource, only yours
No shared queue, no rotating cast. Your dedicated resource works exclusively for you and stays.
25 years of Australian market experience
Founder Rohit Sahdev's 25 years in the Australian market, including senior leadership at Telstra, shape how every dedicated team is managed.
You always know what your team is doing
Every dedicated resource works behind Screenshot Monitor — auditable activity and reporting, not a black box.
No more "That's not my job."
Your dedicated outsourced resource adapts to what your business needs, takes ownership and grows their career by stepping up to new challenges.
Capacity without the hiring squeeze
Skilled and reliable operational talent is harder to hire locally right now. A dedicated resource adds capacity without adding to that pressure.
The outcome this role is built for
Faster first-contact resolution and cleaner escalations — because the majority of routine tickets are resolved right here, without ever reaching 2nd line.
What this role owns day to day
Core responsibilities
- Triage and resolve common desktop, access and connectivity tickets
- Handle password resets, account unlocks and basic Microsoft 365 issues
- Document every ticket to a consistent standard
- Escalate cleanly to 2nd line when an issue exceeds first-line scope
Works inside
Reported on weekly
| SLA attainment | Tickets resolved within agreed time |
| First-contact resolution | Tickets closed without escalation |
| Documentation quality | Consistency of ticket notes |
| Reopen rate | Tickets that return after closure |
Works your hours. Picks up the work.
UK business hours
Aligned to your primary time zone and holiday calendar for day-to-day coverage.
9am–5pm style coverage, matched to your roster
Extended coverage
Stretch shift start/end times to close the gap before and after your local team is online.
Early-start or late-finish shifts, by agreement
Round-the-clock rotation
Rotating dedicated resources for genuine 24-hour coverage, including weekends.
Multiple dedicated seats, handover documented
What "no that's not my job" looks like in practice: a ticket doesn't match a standard script — it still gets picked up, investigated and either resolved or escalated with a clear note, instead of being bounced back to the customer.
What stays with your authorised staff
Works to documented procedures; approvals, security changes and physical/site work remain with authorised local personnel.
The same skillset, needed anywhere IT runs in-house
Paying an external MSP for support
- Tickets sit in a shared queue with other clients
- Support staff split attention across many businesses
- Reporting is whatever the MSP chooses to show you
Your own dedicated 1st line analyst, outsourced to us
- One analyst, dedicated only to your business
- Reports to your own IT manager, not a third party
- Same Screenshot Monitor transparency, direct to you
Other UK industries — coming soon
The same first-line support skillset applies anywhere a business runs its own Microsoft 365 tenant and endpoints internally.
Microsoft 365 · endpointsNo guessing what this role worked on. Full sample report on the MSP Support (UK) page →
Discovery, role design, and a candidate you interview yourself.
You define outcomes, tools and work hours. We source, screen and put forward candidates you interview and approve. Once live, your resource follows your systems, escalation model and reporting cadence — reviewed together on a schedule you set.
Questions about hiring a dedicated 1st Line Service Desk Analyst
Ready to add this role to your team?
Tell us your ticket volume and current tools — we'll shortlist candidates against your actual task list, in GBP.