| Description: |
1st Line Support Analyst - Oxford Location: Oxford Job Type: Permanent Working Pattern: Hybrid Are you an enthusiastic IT professional looking to build your career within a supportive and growing technology team? We're looking for a 1st Line Support Analyst for a leading financial services client of ours. This is an excellent opportunity for someone with around 1-2 years' experience in IT support or a service desk environment who wants to develop their technical skills, gain exposure to a broad range of technologies and progress their career. The Role As a 1st Line Support Analyst, you'll be the first point of contact for IT support across the organisation, providing friendly and professional technical assistance to users. Your responsibilities will include: - Acting as the first point of contact for IT incidents and service requests via phone, email, ITSM portal and in person.
- Diagnosing and resolving 1st Line issues across hardware, software, user accounts, Microsoft 365 and standard business applications.
- Taking ownership of tickets through to resolution, keeping users updated throughout the process.
- Logging, categorising and prioritising incidents and requests accurately.
- Managing your workload and support queue to meet agreed SLAs and KPIs.
- Escalating more complex issues to 2nd Line teams or external suppliers with clear documentation.
- Carrying out routine user administration, access requests and device provisioning.
- Supporting new starters and general user onboarding activities.
- Maintaining accurate knowledge, asset and support records.
- Supporting IT changes, upgrades, deployments and wider technology projects.
- Identifying and reporting potential security incidents or risks.
- Recognising recurring issues and contributing ideas to improve IT services and the overall user experience.
About You We're looking for someone who is customer-focused, technically curious and keen to develop. You'll ideally have: - 1-2 years' experience in a 1st Line Service Desk, IT Support or similar role.
- Basic experience with Active Directory, including user and group management.
- Hands-on experience using an ITSM platform
- Good troubleshooting skills across hardware, software and basic networking.
- Experience supporting Microsoft 365 environments.
- Excellent attention to detail and the ability to follow established processes.
- Good general IT skills, including Excel, and the ability to learn new systems quickly.
- The ability to prioritise your workload and work effectively to deadlines.
- A genuine interest in technology and a willingness to continue developing your technical knowledge.
- A collaborative approach and the ability to work effectively as part of a team.
We're looking for someone with the right attitude, customer focus and desire to learn, who wants to build a long-term career in IT. This is a role where you'll have the opportunity to develop both technically and professionally within a growing organisation. You'll receive: - Hybrid working
- Flexible working
- Training and development to build your technical, commercial and management skills.
- Opportunities for career progression within a growing organisation.
- A varied role within an experienced and supportive IT team.
- Regular employee events
If you're currently working in 1st Line IT Support, Service Desk or IT Helpdesk and are looking for your next opportunity with a company that genuinely invests in its people, we'd love to hear from you. Apply now to find out more.  |
