1st Line Support Analyst

We have an exciting opportunity for a 1st Line Support Analyst to join the team. This role is the first point of contact for colleagues across the business, providing front-line IT support, triaging incoming tickets, resolving common issues, and ensuring users receive clear and timely updates. You will play an important role in keeping the business running smoothly by managing day-to-day support requests and escalating more complex issues to the IT Support Engineers where required.

This is an exciting time to join us, with a number of IT transformation and service improvement projects in progress. The successful candidate will also have the opportunity to support documentation, process improvements, and project-related tasks as they develop in the role., * Acting as the first point of contact for IT support requests raised by phone, email, ticketing system, or other support channels.

• Triaging incoming tickets, gathering key information, assessing priority, and ensuring issues are logged accurately.
• Providing first-touch support for common IT issues, including Microsoft 365, Windows 11, laptops, desktops, printers, user accounts, and general software queries.
• Managing the IT ticket queue effectively, ensuring requests are progressed within agreed SLAs.
• Keeping users informed throughout the lifecycle of their ticket, providing clear updates through to resolution or escalation.
• Escalating complex, high-impact, or overflow tickets to the IT Support Engineers or Infrastructure Engineers with clear notes and relevant troubleshooting already completed.
• Supporting user onboarding, leavers, equipment setup, and basic access requests.
• Identifying recurring issues and helping improve support processes where possible.
• Assisting with technical documentation, knowledge base articles, and user guidance.
• Supporting service improvement and project work where appropriate., You will be joining a small, collaborative IT support team. The 1st Line Support Analyst will take primary responsibility for incoming ticket triage and first-line resolution, while working closely with the IT Support Engineers on escalations, complex incidents, and service improvement work.

We are looking for an enthusiastic, customer-focused individual with a genuine interest in IT and problem solving.

You will be comfortable speaking with users over the phone, managing a ticket queue, gathering the right information, and explaining technical issues in a clear, non-technical way. You do not need to know everything from day one, but you should be eager to learn, able to follow processes, and confident asking for support when needed.

The role is based between York and Harrogate, so candidates must live within a reasonable commutable distance. Hybrid working is available, with some required office attendance. The successful candidate will be required to work rota'd 7.5-hour shifts between 6:30am and 7:00pm, with occasionalSaturday working. On-call work may be required., * Excellent communication and customer service skills.

• A calm, helpful, and professional approach to supporting users.
• Good problem-solving skills and attention to detail.
• Experience using Windows 11.
• Experience using Microsoft 365 applications, including Outlook, Word, Excel, and Teams.
• Basic understanding of desktop and laptop hardware setup.
• Ability to manage workload, prioritise tasks, and follow support processes.
• Willingness to learn and develop technical skills.

Desired skills:

• Previous experience in an IT support, service desk, or customer support role.
• Experience using a ticketing system.
• Basic experience with Microsoft 365 Admin Centre, Exchange, SharePoint, or Teams administration.
• Basic understanding of Windows Active Directory, including users, groups, and permissions.
• Knowledge of troubleshooting principles for hardware, software, network, and account issues.
• Awareness of ITIL or service management principles.
• Experience creating or updating technical documentation.

Pulled from the full job description

• Flexitime
• Employee discount
• Sick pay
• Employee assistance programme
• Free parking
• Company pension
• Paid volunteer time, up to 33 days' holiday plus long service increase

up to 5 days' annual paid sickness leave plus long service increase

hybrid working available

flexible hours

family friendly benefits

employee assistance programme

free staff gym (open 7am to 7pm)

free parking

onsite kindergarten (discounted fees available)

staff policy discount

workplace pension scheme, * Casual dress

• Company events
• Company pension
• Employee discount
• Enhanced maternity leave
• Enhanced paternity leave
• Flexitime
• Free parking
• On-site gym
• On-site parking
• Paid volunteer time
• Private medical insurance
• Sick pay
• Work from home

Ability to commute/relocate:

• York YO26 9SS: reliably commute or plan to relocate before starting work (required)

Licence/Certification:

• Driving Licence (preferred)

Work authorisation:

• United Kingdom (required)

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