1st Line Support

Salary: £39,000 - 79,000 per year

Requirements

• 1–2 years IT support experience (Managed Services preferred)
• Windows 7/10/11, Active Directory, Office 365, Exchange knowledge
• Basic networking knowledge (e.g. Juniper, Aruba, Fortinet)
• Experience with remote support tools, desktop/laptop support
• Strong troubleshooting, communication, and customer service skills
• Familiarity with ITSM tools (e.g. ServiceNow) is desirable
• Azure experience or certification is a plus
• Knowledge of endpoint security, web filtering, SharePoint, and patching is advantageous
• Virtualisation or networking/cloud certifications are beneficial

Responsibilities

• Act as the single point of contact for incidents, requests, and events
• Provide 1st line support via phone and remote tools
• Troubleshoot hardware, software, application, and network issues
• Log, prioritise, update, and escalate tickets in line with SLAs
• Communicate clearly with customers, vendors, and resolver teams
• Monitor alerts, manage events, and maintain documentation

Technologies

• Active Directory
• Aruba
• Azure
• Cloud
• Hardware
• Support
• ITSM
• Network
• Office 365
• Security
• ServiceNow
• SharePoint
• Web
• Windows

More

We are a customer-focused Managed Services provider seeking an IT Service Desk Analyst to deliver excellent support as the first point of contact for IT incidents and service requests. This role involves working a 24x7x365 shift rota of 12-hour shifts. We take pride in fostering a positive customer experience and strive for first-contact resolution. Join our dedicated team and help us maintain high standards of service.

last updated 18 week of 2026