First Line IT Support

This is an excellent opportunity to join a FTSE 250 organisation as a 1st Line Service Desk Analyst, working within a fast-paced and collaborative IT team. The role is ideal for someone with a strong interest in IT and a proven technical aptitude, or for a candidate with 12+ months of service desk or first-line IT support experience looking to broaden their skills and progress their career.

As the first point of contact for IT support, you will deliver high-quality technical assistance across hardware, software, networks, and business-critical applications. You’ll work closely with 2nd and 3rd Line Support, Infrastructure, Application Support, and Cyber Security teams to ensure incidents are resolved quickly and effectively.

The Service Desk operates Monday to Friday using ServiceNow, with a target of resolving 65% of incidents at first contact. You will work a rotating shift pattern:

• Week 1: Early shift (07:00 start, earlier finish)

• Week 2: Late shift (later start, 19:00 finish)

Key Responsibilities

• Provide professional IT support via phone, email, and live chat

• Troubleshoot and resolve issues relating to Windows 11, Office 365, printers, networks, and core business applications

• Log, update, and close incidents accurately in ServiceNow, maintaining clear and detailed documentation

• Resolve incidents using internal knowledge bases and standard operating procedures, escalating where required

• Support Active Directory, Azure accounts, user access, and basic networking issues

• Assist with minor hardware and software deployments, account management, and configuration tasks

• Contribute to continuous improvement by creating and updating knowledge base articles

• Maintain service desk KPIs, including first-contact resolution, response times, and customer satisfaction

Skills & Experience

Essential

• Excellent communication skills with a customer-focused mindset

• Strong problem-solving ability and calm approach under pressure

• Genuine interest in IT and eagerness to learn new technologies

• Working knowledge or strong interest in Windows 11, Active Directory, Azure, and Office 365

• Ability to research undocumented issues and document solutions clearly

Desirable

• 12–18 months’ experience in a 1st Line IT Support or Service Desk role

• Experience providing remote and face-to-face IT support

• Exposure to MS Teams, MDM, Zscaler, Mimecast, and basic network/Wi-Fi troubleshooting

• CompTIA A+ or equivalent IT qualification

Benefits

• Competitive salary plus annual discretionary bonus

• 25 days’ holiday with buy/sell options

• Pension contribution matching

• Healthcare plans, life assurance, and retail discounts

• Flexible benefits package, Employee Assistance Programme, and Digital GP service

• Paid volunteering days and employee referral bonuses

• Clear career development and progression opportunities within a growing, technology-driven organisation

Apply Now

If you’re looking to build or advance your career in IT support within a reputable FTSE 250 company, apply today to join a forward-thinking and supportive IT team.

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