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# 1st Line Analyst (Outside IR35)

- **Company:** Butler Rose Ltd
- **Location:** Bicester, UK
- **Salary:** £52,000.0 - £65,000.0
- **Contract:** Temporary contract
- **Skills:** Active Directory, Microsoft Azure, Data Logging, Office365, Servicenow
- **Published:** September 14, 2026
- **Apply:** https://www.reed.co.uk/jobs/1st-line-analyst-outside-ir35/57342460

## About the Role

* 2+ years' recent Service Desk / 1st Line IT Support experience
 * Experience supporting Microsoft environments, including M365, Azure, Active Directory and Exchange
 * Experience supporting and managing Apple devices
 * Strong customer service and communication skills
 * A friendly, approachable and positive attitude
 * The ability to work effectively in a busy, fast-paced environment

## Description

You'll act as the first point of contact for internal users, providing high-quality technical support across Microsoft, Apple and ServiceNow environments while helping employees stay productive and supported., As a 1st Line Service Desk Analyst, you'll be responsible for responding to IT incidents and service requests, troubleshooting issues where possible and ensuring users receive a professional and efficient support experience., * Providing 1st Line IT support and resolving incidents and requests where possible

 * Logging, categorising, prioritising and updating tickets within ServiceNow
 * Monitoring ticket queues and ensuring issues are progressed within agreed SLAs
 * Escalating more complex issues to internal resolver teams and third-party suppliers
 * Keeping users informed on the progress of their incidents and requests
 * Supporting Microsoft environments including Azure, M365, Active Directory and Exchange
 * Providing support for Apple devices
 * Creating knowledge articles and supporting IT documentation and user training
 * Maintaining a consistently high level of customer service