1st Line IT Support Analyst

TieTalent; West Bromwich; Hybrid; GBP 20,000 - 30,000; Full time

Job summary

A leading company is seeking a 1st Line Support Analyst in West Bromwich. This role involves engaging with clients to resolve IT issues and providing exceptional service. Candidates should possess strong communication skills and a passion for tech support, with opportunities for professional growth and benefits, including 26 days of holiday and private healthcare.

Benefits

26 days holiday plus bank holidays

Private healthcare

Life insurance

Dental cover

Study support for certifications

Discounted gym membership

Qualifications

• Experience with IT support.
• Confident communication skills.
• Personable and professional manner.

Responsibilities

• First point of contact for clients, resolving IT issues.
• Ownership of support tickets.
• Maintaining professional communication.

Skills

Client service

Communication

Technical curiosity

Tools

Microsoft Server

Microsoft Desktop OS

Microsoft 365

Azure

Networking

Virtualisation

Antivirus

Firewalls

Remote Monitoring and Management (RMM)

Job description

About

1st Line Support Analyst in West Bromwich required

Location: West Bromwich, B71 4LT
Hybrid working: 3x in the office, 2x from home

Are you friendly, tech-savvy, and passionate about providing exceptional service? Sharp IT Services is looking for a 1st Line Support Analyst to join our growing helpdesk team. If you're keen to build your career in IT and enjoy helping people solve problems, this could be the perfect next step.

What You’ll Be Doing

Role

In this role, you’ll be the first point of contact for our diverse client base, helping to resolve IT issues efficiently and professionally. Your day-to-day will include:

• Taking ownership of support tickets – updating, progressing, and closing them with clear communication throughout.
• Hitting performance targets to keep our service levels high.
• Continuously improving your technical knowledge with on-the-job learning.
• Organising your tasks to stay ahead of client expectations.
• Maintaining professional, clear, and friendly communication at all times.
• Representing Sharp IT Services with professionalism and integrity.

What We’re Looking For

We’re after someone who’s not just technically curious, but also people-focused and motivated to grow. Ideally, you’ll bring:

• A personable, professional, and approachable manner
• A strong focus on delivering excellent client service
• Confident communication skills – both written and verbal
• Some experience with IT support
• Familiarity with Microsoft Server and Desktop OS
• A basic understanding of Microsoft 365, Azure, networking, virtualisation, backups, antivirus, and firewalls
• Awareness of Remote Monitoring and Management (RMM) tools

What’s in It for You

At Sharp, we believe in supporting your development and rewarding your hard work. Here’s what you can expect:

• 26 days holiday, plus bank holidays
• Private healthcare, life insurance, dental, and critical illness cover
• O2 discounts on your mobile
• Study support for relevant certifications
• Discounted gym membership

This is a fantastic opportunity to develop your IT skills in a professional and supportive environment, with plenty of room to grow.

Ready to make a difference? Apply today and join the Sharp team.

Nice-to-have skills

• Azure
• Networking
• Firewalls

Work experience

• Systems Administrator
• System Engineer

Languages

• English