1st Line IT Support Analyst (Hybrid) – Career Starter

Intercity Technology; Meppershall; Hybrid; GBP 21,000 - 26,000; Full time

Benefits offered by this job

33 days holiday

Annual pay reviews

Holiday buy scheme

All-company bonus scheme

Death in service cover

Employee assistance programme

Company pension

Active social calendar

Focus on developing our people

Job summary

Intercity Technology is seeking a proactive 1st Line Support Analyst to join its IT Service Desk. You will be the first point of contact, handling hardware, software and network issues across the business, logging tickets and supporting users with a calm, solutions-oriented approach.

The role operates in a hybrid model with 3 on-site days at the Meppershall office after training, with shifts including 7am-4pm and 10am-7pm post-training.

Qualifications

• 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).

Responsibilities

• 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.

Tools

HALO

ServiceNow

Freshdesk

AnyDesk

TeamViewer

SCCM

Job description

Intercity Technology is seeking a proactive 1st Line Support Analyst to join its IT Service Desk. You will be the first point of contact, handling hardware, software and network issues across the business, logging tickets and supporting users with a calm, solutions-oriented approach.

The role operates in a hybrid model with 3 on-site days at the Meppershall office after training, with shifts including 7am-4pm and 10am-7pm post-training.