1st Line Support Analyst

The role presents an excellent opportunity for someone at an early stage in their IT career, or someone with a strong customer service background who is looking to move into technology. You will join a supportive environment where you will receive hands-on training and exposure to a range of technologies, work closely with experienced engineers, and support a varied client base.

The role You will be the first point of contact for customers, helping to resolve day-to-day IT issues and ensuring a high level of service at all times.

Responsibilities include:

• Responding to support requests via phone, email and remote tools

• Troubleshooting hardware, software and basic network issues

• Supporting Microsoft 365 and general desktop environments

• Setting up devices, including laptops, desktops and mobile devices

• Keeping customers updated on progress and resolution

• Working with senior engineers on more complex issues

• Maintaining accurate records within the ticketing system

You will also have the opportunity to get involved in projects and develop your technical skills over time.

This role is as much about attitude as it is technical ability. You might come from:

• A junior IT support role

• A recent IT course, certification or traineeship

• A customer service background with a strong interest in IT

Key qualities:

• Strong communication skills and a genuine desire to help people

• Interest in technology and willingness to learn

• Positive, proactive approach

• Ability to work in a fast-paced environment

• Good problem-solving mindset

• Any exposure to Microsoft 365, hardware support or basic networking would be beneficial but is not essential.