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# First Line Support Analyst

- **Company:** Compass Group PLC
- **Location:** Birmingham, UK
- **Salary:** £27,000
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Topdesk, Office365
- **Published:** November 6, 2026
- **Apply:** https://www.reed.co.uk/jobs/first-line-support-analyst/57537536

## About the Role

* Strong customer service skills and a passion for helping people
 * Ability to explain technical issues clearly to non-technical users
 * Experience of troubleshooting IT issues in a structured and methodical way
 * Familiarity with Windows operating systems, Microsoft 365 applications and workplace technology
 * Strong organisational skills with excellent attention to detail
 * Ability to manage multiple priorities in a fast-paced environment
 * Experience working with IT service management tools such as TOPdesk or similar is advantageous
 * Knowledge of ITIL principles or service desk best practices is desirable
 * GCSE Maths and English (Grade C/4 or above) or equivalent qualification/experience
 * Strong teamwork, ownership and problem-solving mindset

## Description

* Diagnose and resolve common hardware, software, Microsoft 365 and connectivity issues
 * Log, prioritise and manage incidents and service requests in line with agreed service levels
 * Maintain accurate ticket records, updates and resolution notes
 * Escalate complex issues to second-line support teams with clear diagnostic evidence
 * Support account management activities including password resets, MFA and access requests
 * Provide excellent customer service and clear communication throughout the support process
 * Contribute to knowledge articles and continuous service improvement initiatives
 * Support the maintenance of asset and configuration records
 * Ensure compliance with security, data protection and IT support procedures