1st Line IT Support Analyst — SLA‑Driven, Customer‑Facing

Ukconnect; Farnborough; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

25 days annual leave

Free Parking

Café, Gym and Restaurant on-site

Job summary

UK Connect Ltd is seeking a 1st Line IT Support Analyst based at our Farnborough HQ to act as the initial contact for technical customer support. You will monitor incidents via the ITSM system, phone, email and live chat, helping drive growth across the Construction sector and other targeted industries.

You will join a small, agile team of 55, focused on world-class service, SLA achievement, and clear stakeholder communication.

Qualifications

• Vendor specific qualifications (Cradlepoint, Ruckus & others).
• Proven hands-on experience within a Service Desk.
• Understanding of Network topology and troubleshooting.

Responsibilities

• Investigate tickets to enable timely resolutions.
• Meet SLA targets and update customers.
• Provide customer updates per QA procedure.
• Escalate tickets when needed for further investigation.
• Manage user accounts and access control.
• Automate ticket creation where applicable.
• Provide ad hoc on-site technical support.

Skills

Vendor skills

Service Desk

Network troubleshooting

Tools

Cradlepoint

Ruckus

Job description

UK Connect Ltd is seeking a 1st Line IT Support Analyst based at our Farnborough HQ to act as the initial contact for technical customer support. You will monitor incidents via the ITSM system, phone, email and live chat, helping drive growth across the Construction sector and other targeted industries.

You will join a small, agile team of 55, focused on world-class service, SLA achievement, and clear stakeholder communication.