1st Line IT Support Analyst

We're looking for a customer-focused 1st Line IT Support Analyst to join a growing Managed Services team supporting a diverse portfolio of business customers across the UK.

This is an excellent opportunity for someone with previous IT support experience who enjoys solving technical issues, delivering outstanding customer service and developing their technical skills within a collaborative, fast-paced environment.

You'll be the first point of contact for customers, resolving a wide range of IT issues while working closely with experienced 2nd and 3rd Line Engineers. If you're passionate about technology, enjoy learning, and want to build a long-term career in IT, we'd love to hear from you.

Your responsibilities will include:

• Acting as the first point of contact for IT support queries via phone, email and service desk.
• Logging, categorising and prioritising incidents using the ticketing system.
• Troubleshooting hardware, software, Microsoft 365 and networking issues.
• Resolving common support requests including password resets, user account administration and software installations.
• Escalating more complex issues to specialist support teams with clear documentation.
• Monitoring alerts and proactively identifying potential issues before they impact customers.
• Keeping customers informed throughout the lifecycle of their support requests.
• Maintaining accurate documentation and contributing to the knowledge base.
• Working to agreed Service Level Agreements (SLAs) while delivering an exceptional customer experience.
• Collaborating with colleagues across the wider IT support function to achieve successful outcomes.

• Previous experience in a 1st Line IT Support or Service Desk role.
• Good knowledge of Windows and/or macOS operating systems.
• Experience supporting Microsoft technologies including Azure, Intune and Microsoft Defender.
• Familiarity with Active Directory and user administration.
• Experience using ITSM or ticketing platforms such as ServiceNow, Jira or similar.
• Understanding of networking fundamentals including TCP/IP, DNS and DHCP.
• Experience supporting Microsoft Outlook, Exchange and Microsoft 365 applications.
• Excellent communication and customer service skills.
• Strong problem-solving abilities with good attention to detail.
• A willingness to learn, develop and work as part of a supportive team.

• Generous annual leave
• Birthday day off
• Company pension with employer contribution
• Private health and dental support
• Employee Assistance Programme
• Life assurance
• Employee discounts platform
• Cycle to Work scheme
• Team incentives and recognition programmes
• Paid volunteering day