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.

Skills/Experience Required

• 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.

We value diversity and equal opportunity. All applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.