1st Line Support Analyst

Sharp Business Systems France; Birmingham; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Hybrid working: 3 in office, 2 from  

Job summary

Sharp UK in West Bromwich is seeking a 1st Line Support Analyst to join our helpdesk team. You will deliver high quality technical support, manage tickets, and communicate clearly with clients to resolve issues.

The role emphasizes customer service, teamwork, and ongoing skill development in a supportive IT environment. Ideal candidates have at least 2 years in IT support, strong communication, and solid knowledge of Microsoft Server/Desktop OS, Microsoft 365/Azure, networking, and basic

Qualifications

• 2+ years of IT support experience and a strong service mindset.
• Excellent verbal and written communication skills.
• Friendly, professional, and approachable attitude.
• Knowledge across MS Server/Desktop OS, MS 365/Azure, networking and security basics.

Responsibilities

• Own, update, and progress support tickets to keep clients confident in our service.
• Meet KPIs to ensure high standards of service delivery.
• Organise and prioritise daily workload to meet client expectations.
• Use technical knowledge to resolve issues and escalate when needed.
• Communicate clearly and professionally with clients and colleagues.
• Develop technical skills and contribute to team productivity.

Skills

IT support experience

Customer service mindset

Strong communication

Problem solving

Team player

Tools

Microsoft Server OS

Microsoft 365 & Azure

Virtualisation

Networking

Firewalls

Cyber Security

RMM tools

Backup solutions

Job description

Hybrid working: 3 x in the office, 2 x from home

Are you personable, technically minded, and ready to take the next step in your IT career? Sharp UK is looking for a 1st Line Support Analyst to join our helpdesk team in West Bromwich. If you enjoy solving problems, providing outstanding client service, and developing your technical skills, we'd love to hear from you.

What You'll Be Doing

You will deliver high quality technical support and maintain strong communication throughout when dealing with our valued clients. Reporting directly to the Helpdesk Manager, you'll play a key role in managing and resolving support requests while helping us maintain our excellent reputation and client satisfaction.

Your responsibilities will include:

• Owning, updating, and progressing support tickets to give clients confidence in our service.
• Meeting Key Performance Indicators (KPIs) to ensure high standards of service delivery.
• Organising and prioritising your daily workload to meet client expectations efficiently.
• Using your technical knowledge to resolve issues and escalated where necessary.
• Communicating clearly, professionally, and positively with clients and colleagues.
• Actively developing your technical skills and contributing to team productivity.
• Representing Sharp IT Services professionally to support client retention and business growth.

What We're Looking For

We're seeking a motivated team player with a passion for IT and a strong client-service mindset. You'll ideally bring:

• A friendly, professional, and approachable attitude
• A strong desire to grow your skills in IT support
• Excellent verbal and written communication skills
• At least 2 years’ experience in IT support
• Intermediate knowledge of:
  • Microsoft Server and Desktop Operating Systems
  • Microsoft 365 and Azure
  • Virtualisation, Networking, Firewalls, and Cyber Security
• Basic understanding of backup solutions and antivirus tools
• Awareness of Remote Monitoring and Management (RMM) tools