1st Line Service Desk Analyst

We’re Chorus, a fast-growing MSP based near Bristol and one of the UK’s most accredited Microsoft partners. We’ve grown a lot since we started in 1999 and offer award-winning IT and Cyber Security services to help our clients get the most from their technology. Our success has been thanks to our people, and we’ve worked hard to develop a fantastic culture to attract and retain some of the best tech talent in the South West. With a clear vision and core values, a wide range of great benefits, strong team culture and real focus on personal development, we’re excited to be expanding and looking for motivated 1st Line Service Desk Analysts to join our team and play a key part in our success.

  • POSITION:Full time

The Role

The Opportunity

So, if you are an experienced IT Service Desk Analyst, 1st Line Engineer or Support Technician looking for an organisation that will offer both a positive working environment and career progression, get in touch. We are looking for strong individuals with ambition, determination, technical aptitude and positive mindset to join our team. You will be someone who prides yourself on staying on top of latest technological developments and on delivering a positive experience to our varied customer base through exceptional customer service. With ambitious growth plans over the next five years, there will be plenty of opportunity for personal development and progression within the business. We pride ourselves on developing our staff and promoting from within wherever possible.

Key Responsibilities

The role of the 1st Line Service Desk Analyst is varied in nature; acting as the initial point of contact for our customers via telephone, chat and other digital channels, you will be providing technical support and handling service requests for a diverse set of customers across multiple industries.

As part of your day-to-day you will:

  • Troubleshoot and resolve problems associated with both software and hardware
  • Manage, categorise and prioritise all tickets from the monitoring system
  • Ensure a good first-time fix rate
  • Be responsible for providing excellent customer service
  • Respond to client ticket requests efficiently in accordance with internal processes and procedures
  • Ensure our case management system and our customers are kept up to date
  • Develop a good understanding of our client base whilst building and maintaining strong client relationships


After an initial induction and training period you will benefit from a hybrid working pattern with time spent working in the office and at home, in order to achieve that perfect blend of working within a strong team, whilst also maintaining the flexibility and benefits of working from home.

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About us

Chorus is a transformative Managed IT & Cyber Security Provider. We’re on a mission to help organisations embrace secure cutting-edge Microsoft technologies to help them transform and succeed, underpinned by our 24/7/365 service desk and Cyber Security Operations Centre (CSOC).

Today, too many companies have to compromise when choosing an IT partner. Large IT service providers often deliver an anonymous and inflexible service, whilst smaller IT partners can be enjoyable to work with, but lack the maturity and capability to deliver. We offer a unique alternative that gives our clients the best of both worlds, by delivering enterprise-level IT services but with the agility and personality of a closely trusted partner. Through our advanced technical capabilities, service excellence and exceptional people, we build long-lasting partnerships that help our clients benefit from true IT transformation.

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What can we offer you?

  • Training & Development support with latest certifications and internal team knowledge sharing through regular Lunch & Learns
  • Excellent growth and advancement opportunities to help your with career progression
  • Employee recognition scheme with vouchers and prizes and annual employee awards
  • Regular company social events and team activities
  • Wide variety of benefits: company pension, childcare vouchers, discounted gym membership, referral bonuses
  • Modern office and staff area with PS4, pool table, consoles, table football, arcade games and kitchen
  • Free parking, fruit, drinks and chocolate
  • Hybrid working

What to find out more? Why not hear from our people on Glassdoor.

Chorus team member working on service desk

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