1st Line Support Analyst

Sharp; High Wycombe; Hybrid; GBP 26,000 - 36,000; Full time

Job summary

Sharp IT Services is seeking a 1st Line Support Analyst in High Wycombe. This hybrid role combines office days with remote work, delivering high-quality technical support to valued clients.

You will report to the Helpdesk Manager, manage and resolve support tickets, and help maintain client satisfaction and our strong reputation. Build your skills while contributing to team productivity and growth.

Qualifications

• At least 2 years’ experience in IT support.
• Intermediate knowledge of Microsoft Server and Desktop Operating Systems.
• Intermediate knowledge of Microsoft 365 and Azure.
• Familiarity with Virtualisation, Networking, Firewalls and Cyber Security.

Responsibilities

• Owning, updating, and progressing support tickets to give clients confidence in our service.
• Meeting 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 escalate 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.

Skills

IT support experience

Customer service mindset

Communication skills

Problem solving

Tools

Microsoft 365 & Azure

Virtualisation

Networking & Firewalls

RMM tools

Backup solutions

Antivirus tools

Job description

1st Line Support Analyst

Location: High Wycombe

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 High Wycombe. 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 escalation 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