1st Line Support Analyst

Salary: £25,000 - 26,000 per year

Requirements:

• 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.
• Full UK driving licence and vehicle required.

Responsibilities:

• Provide first-line IT support to end users across hardware, software, network and connectivity issues.
• Carry out initial troubleshooting and resolve issues where possible within agreed SLAs.
• Log and prioritise incidents and service requests using ServiceNow.
• Manage service requests, including ordering and provisioning IT equipment.
• Escalate more complex issues to the appropriate internal teams or third-party suppliers.
• Take ownership of customer issues and keep users updated throughout the resolution process.
• Support IT administration and maintain accurate IT asset records.
• Contribute to continual service improvement initiatives.
• Carry out testing when updates are released to the ServiceNow platform.

Technologies:

• Android
• Hardware
• Support
• ITIL
• Mobile
• Network
• Office 365
• ServiceNow
• Windows
• iOS

More:

We are delighted to be partnering with an established organisation seeking a 1st Line Support Analyst to join our IT team on a full-time, permanent basis, working in a hybrid environment. The role reports to the Service Desk Team Leader and involves two alternating shift patterns: 8:00am-4:30pm and 9:00am-5:30pm. This role would suit someone with a strong customer service mindset, a basic technical understanding and a genuine interest in developing their IT career.

last updated 36 week of 2026