1st Line Service Desk Analyst (Days)

Launch Your IT Career as a 1st Line Support Analyst!

We’re looking for a proactive and customer-focused 1st Line Support Analyst to join our high-performing IT Service Desk team. If you're passionate about technology, love solving problems, and want to build a career in a people-first organisation, this is your chance to make a real impact.

As a 1st Line Support Analyst, you’ll be the first point of contact for IT support queries, helping users across the business stay connected, productive, and secure. You’ll work with a wide range of technologies and gain hands-on experience in a fast-paced, service-driven environment.

We’re looking for someone who’s eager to learn, thrives on helping others, and brings a calm, solutions-focused approach to every challenge.

This is a hybrid role, with 3 days per week on-site at our Meppershall office after completion of your training. Shifts are worked across weekends and bank holiday and cover 7am - 4pm and 10am - 7pm once training is complete.

Key Responsibilities as a 1st Line Support Analyst:

• Provide first-line technical support for hardware, software, and network issues
• Log, manage, and resolve support tickets using service desk tools such as HALO
• Use remote access tools (e.g. AnyDesk, TeamViewer, SCCM) to troubleshoot and resolve issues
• Communicate clearly and professionally with users at all levels of the business
• Escalate complex issues to senior team members with accurate documentation
• Maintain up-to-date and accurate records of all support interactions
• Support the wider IT team in delivering a high-quality, customer-centric service

Experience and Knowledge:

• Basic understanding of IT infrastructure including desktops, laptops, printers, and networking
• Familiarity with Microsoft Windows OS and Microsoft 365 applications
• Exposure to Active Directory (e.g. password resets, user account creation)
• Experience using service desk platforms such as HALO, ServiceNow, or Freshdesk
• Awareness of cyber security best practices and data protection standards (e.g. GDPR)
• Previous experience in a 1st line support or helpdesk environment (desirable but not essential)

Qualifications and Desirable Skills:

• GCSE Maths and English (Grade 4 or above)
• Logical thinker with strong problem-solving skills
• Excellent communication and customer service abilities
• Willingness to learn and develop technical knowledge
• Ability to prioritise tasks and remain calm under pressure
• Team player with a proactive, can-do attitude
• CompTIA A+ or Microsoft Technology Associate certification (desirable)

What We Offer:

• 33 days holiday (inclusive of bank holidays), plus your entitlement will increase by one day for each full calendar year you are employed, up to a maximum of five days.
• Annual pay reviews.
• Holiday buy scheme.
• All-company bonus scheme.
• Death in service cover.
• Employee assistance programme.
• Company pension.
• Active social calendar.
• A strong focus on developing our people.