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# 1st Line Support Analyst

- **Company:** Agilis Recruitment Ltd
- **Location:** UK
- **Contract:** Permanent contract
- **Skills:** Android Software Development, Apple IOS, Network Troubleshooting, Microsoft Office, Data Logging, Servicenow
- **Published:** September 3, 2026
- **Apply:** https://itjobpro.co.uk/job/1st-line-support-analyst-2

## About the Role

* 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.

## Description

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.


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