1st Line Service Desk Analyst (Days)

Intercity; Shefford; Hybrid; GBP 22,000 - 28,000; 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 our IT Service Desk. You will be the first point of contact for IT queries, helping users stay productive and secure in a fast-paced environment.

The role is hybrid with 3 days on-site at our Meppershall office after training. Shifts cover 7am-4pm and 10am-7pm across weekends and bank holidays. We value a calm, solutions-focused attitude and a willingness to learn.

Qualifications

• Basic understanding of IT infrastructure including desktops, laptops, printers, and networking.
• Familiarity with Windows OS and Microsoft 365 applications.
• Exposure to Active Directory and user management tasks.
• Experience with service desk platforms such as HALO, ServiceNow, or Freshdesk.
• Awareness of GDPR and data protection standards.
• Previous 1st line support or helpdesk experience preferred.

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.

Skills

Problem solving

Customer service

Communication

Team player

Education

GCSE Maths & English

Tools

HALO

ServiceNow

Freshdesk

Job description

About The Role

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 prioritize 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.

About Us

Intercity Technology provides reliable and secure technologies in communications, cloud, and managed services, with a big difference – Intercity is a technology solutions partner that isn’t all about tech. It’s about a great bunch of people combining their passion, expertise, and dedication to deliver extraordinary results for businesses.

Our Vision Is To Be The Best Technology Partner To Work For And With – We Are Really Proud Of Our Achievements So Far

• Customer Net Promoter Score of +92
• Gold Award Investors in People Accreditation
• Employer of the Year 2025 - British Business Excellence Award
• Gold Eco Vadis rating - Among the Top 3% of Companies for Sustainability Performance

We select candidates with the right skills, experience, and values to join us and selection is based on a fair and equal process. We’re proud to be committed to equal opportunities and welcome all applications. As a specialist in secure technology solutions, all successful candidates will be subject to pre‑employment checks, so we can ensure compliance with our ISO27001 (Information Security) and Cyber Essentials Plus certifications. We are committed to using any personal information you may give us in a secure and proper manner, for more information please see our privacy policy on our website.