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# First Line Support Analyst

- **Company:** Mills & Reeve
- **Location:** Birmingham, UK
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Desktop Computing, Issue Tracking Systems, Remote Service Software, Software Engineering, Laptops
- **Published:** October 23, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=c571eb06dbc4a549

## About the Role

* Experience in an IT support, service desk or customer service environment, providing support through channels such as telephone, chat, remote support tools and ticketing systems.
 * Good working knowledge of Microsoft Windows and Microsoft 365, with experience supporting laptops, desktops, mobile devices and printers.
 * Practical troubleshooting experience, including hardware and software issues, password resets, MFA and permissions, ideally within a fast-paced, SLA-driven environment.
 * Is customer-focused and an excellent communicator, able to remain calm and professional while providing clear updates and managing expectations.
 * Is organised, self-motivated and methodical, with the ability to prioritise effectively and take ownership of issues.
 * Is a proactive and collaborative team player, comfortable working independently, demonstrates excellent attention to detail and keen to learn new technologies, systems and support processes.

## Description

The roleThis is a great opportunity to build your career in IT support within a busy, customer-focused environment. As a First Line Support Analyst, you'll provide responsive IT support to colleagues across the firm, troubleshoot a wide range of queries and maximise first-contact resolution, while developing your technical knowledge and delivering an excellent experience at every interaction.
We welcome applicants to be based from any of our Birmingham, Cambridge, Leeds, Manchester, Norwich offices.
The person, * Act as the first point of contact for IT support, responding to requests through telephone, the ITSM portal, chat and walk-up support, with a focus on excellent customer service and timely resolution.

 * Triage, diagnose and resolve technical issues at first contact wherever possible, supporting Microsoft 365, hardware, software, printers, mobile devices and users remotely across the firm.
 * Carry out user account and access support, including password resets, MFA, account unlocks, permissions, shared mailboxes and distribution groups.
 * Take ownership of incidents and service requests, prioritising appropriately, keeping users updated and escalating complex, high-risk or business-critical issues to specialist teams when required.
 * Support wider service requests, including hardware and software requests and user onboarding, while maintaining accurate ticket information, documentation and asset records.
 * Promote self-service, knowledge sharing and continuous improvement by maintaining support guidance, identifying opportunities for automation and working in line with the firm's policies, procedures and security standards.

Please ensure you read the job description below for the full list of requirements & responsibilities.