1st Line Support Analyst

We are delighted to be partnering with an established organisation seeking a 1st Line Support Analyst to join their IT team on a full-time, permanent basis, working in a hybrid environment.

You will provide first-line technical support to end users, acting as the initial point of contact for IT incidents and service requests. You will troubleshoot a range of hardware, software and connectivity issues, while ensuring incidents are logged, prioritised and progressed within agreed SLAs.

The role would suit someone with a strong customer service mindset, a basic technical understanding and a genuine interest in developing their IT career.

The role:

• Providing first-line IT support to end users across hardware, software, network and connectivity issues.

• Carrying out initial troubleshooting and resolving issues where possible within agreed SLAs.

• Logging and prioritising incidents and service requests using ServiceNow.

• Managing service requests, including ordering and provisioning IT equipment.

• Escalating more complex issues to the appropriate internal teams or third-party suppliers.

• Taking ownership of customer issues and keeping users updated throughout the resolution process.

• Supporting IT administration and maintaining accurate IT asset records.

• Contributing to continual service improvement initiatives.

• Carrying out testing when updates are released to the ServiceNow platform.

• Basic technical understanding with the ability to troubleshoot straightforward IT issues.

• Basic knowledge of network troubleshooting is desirable.

• Good knowledge of Microsoft Windows and Microsoft Office 365.

• Basic knowledge of iOS and Android mobile operating systems.

• Strong customer service skills and a professional telephone manner.

• Basic understanding of ITIL principles.

• Ability to work independently and demonstrate a willingness to learn.

• Strong team player who is comfortable asking questions and seeking clarification when required.

Additional Notes:

• Full UK driving licence and vehicle required.

• Two alternating shift patterns: 8:00am-4:30pm and 9:00am-5:30pm.

• Hybrid working.

• The role reports to the Service Desk Team Leader.

If you have a strong customer service background, a basic understanding of IT and are looking to develop your career within IT support, we would be keen to hear from you.