Solve problems. Support people. Power great service.Be our next 1st Line Support Analyst!

Were looking for a customer-focused 1st Line Support Analyst to join our Service Desk team. Youll be the first point of contact for IT support helping users resolve issues quickly and keeping their technology running smoothly.

This is a role for someone who enjoys problem solving helping people and learning new technology. Youll diagnose and resolve a wide range of technical issues while delivering an excellent customer experience.

Our Service Desk supports customers 24/7 but this role operates on a 19:0007:00 4 days on 4 days off shift pattern as part of the wider team.

About the Role

As a 1st Line Support Analyst youll be the friendly voice and technical support behind every ticket.

Youll log investigate and resolve incidents keeping users informed and ensuring service levels are met. When issues require deeper investigation youll escalate them to senior engineers with clear documentation and context.

Youll work with colleagues across the business and support users at every level from junior staff to senior stakeholders adapting your communication style to suit.

What Youll Do as a 1st Line Support Analyst:

Provide first-line technical support

• Diagnose and resolve basic hardware and software issues across desktops laptops and peripherals

• Carry out initial network diagnostics for Wi-Fi VPN and DNS issues

• Support users remotely using tools such as AnyDesk TeamViewer and SCCM

Manage incidents and service requests

• Log track and update tickets in the service desk system

• Ensure incidents are handled within agreed service levels

• Escalate complex issues to senior engineers when required

Deliver excellent customer service

• Communicate clearly with non-technical users via phone email and chat

• Maintain a professional friendly and helpful approach in every interaction

What Youll Bring

Experience & Knowledge

• Experience in a 1st Line IT Support or Helpdesk environment (desirable but not essential)

• Understanding of IT infrastructure including desktops laptops printers and networking

• Familiarity with Microsoft Windows and Microsoft 365

• Exposure to Active Directory (password resets account management)

• Awareness of service desk platforms such as ServiceNow or HaloPSA

• Understanding of ITIL principles

Skills

• Strong troubleshooting and problem-solving ability

• Clear communication with both technical and non-technical users

• Ability to prioritise tasks in a fast-paced environment

• Comfortable using remote support tools

Qualifications (desirable)

• GCSE Maths and English (Grade C or above)

• CompTIA A

• Microsoft Technology Associate

• ITIL v4 Foundation