1st Line IT Support | 25 Days Holiday & Private Healthcare

The Citation Group; Coalville; On-site; GBP 20,000 - 28,000; Full time

Benefits offered by this job

25 Days of Holiday + 8 Bank Holidays

Birthday Bliss

Post-Wedding Bliss

Growing Families

Healthcare cash plan

Job summary

The Citation Group is seeking a 1st Line Support Analyst to join our IT Service Desk. You will be the first point of contact for staff across two sites, delivering friendly, efficient technical support and handling incidents from logging through to resolution.

You will troubleshoot basic IT issues, maintain accurate records, and coordinate with 2nd/3rd line teams and vendors. A hands-on, customer-focused approach is essential.

Qualifications

• Experience in IT service desk or similar role.
• Strong customer service and communication skills.
• Able to work across multiple sites and travel to offices as needed.
• Basic networking and computer hardware knowledge.

Responsibilities

• Provide 1st line IT support to staff across multiple sites.
• Log incidents and service requests, update records and SLA status.
• Act as a liaison with second/third line support and vendors.
• Communicate progress updates to users and manage expectations.
• Maintain IT asset records and documentation.

Skills

Telephone support

Customer service

IT knowledge

Attention to detail

Communication

Tools

Windows 11

MS 365

Active Directory

ITSM Tools

MS Outlook

MS Teams

MS Defender

SharePoint

GoToAssist

Job description

The Citation Group is seeking a 1st Line Support Analyst to join our IT Service Desk. You will be the first point of contact for staff across two sites, delivering friendly, efficient technical support and handling incidents from logging through to resolution.

You will troubleshoot basic IT issues, maintain accurate records, and coordinate with 2nd/3rd line teams and vendors. A hands-on, customer-focused approach is essential.