1st Line Support Analyst

ALTERED RESOURCING LTD; Oxford; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Hybrid working

Flexible working

Career progression

Training and development

Regular employee events

Job summary

Altered Resourcing Ltd seeks a 1st Line Support Analyst in Oxford. The role is hybrid and permanent, supporting a leading financial services client.

You will be the first point of contact, diagnose and resolve basic IT issues, manage the ticket queue, and assist with onboarding and security monitoring. You should have 1-2 years in IT support, experience with Active Directory, ITSM, and Microsoft 365, and strong troubleshooting skills.

Qualifications

• 1-2 years experience in a 1st Line Service Desk or IT Support.
• Experience with Active Directory and user management.
• Experience using an ITSM platform.
• Good Troubleshooting across hardware, software and basic networking.
• Experience in Microsoft 365 environments.
• Ability to follow processes and pay attention to detail.
• Excel and general IT skills; quick learner.

Responsibilities

• Serve as the first point of contact for IT incidents via phone, email, portal and in person.
• Diagnose and resolve 1st Line issues across hardware, software and user accounts including Microsoft 365.
• Take ownership of tickets through to resolution and keep users updated.
• Log, categorise and prioritise incidents and requests to meet SLAs and KPIs.
• Escalate complex issues to 2nd Line or external suppliers with clear notes.
• Perform routine user administration, access requests and device provisioning.
• Support onboarding for new starters and maintain knowledge and asset records.
• Assist with IT changes, deployments and projects.

Skills

1-2 years exp

Customer focus

Technical curiosity

Team player

Tools

Active Directory

ITSM platform

Microsoft 365

Job description

1st Line Support Analyst - Oxford

Location: Oxford

Job Type: Permanent

Working Pattern: Hybrid

Are you an enthusiastic IT professional looking to build your career within a supportive and growing technology team?

We're looking for a 1st Line Support Analyst for a leading financial services client of ours. This is an excellent opportunity for someone with around 1-2 years' experience in IT support or a service desk environment who wants to develop their technical skills, gain exposure to a broad range of technologies and progress their career.

The Role

As a 1st Line Support Analyst, you'll be the first point of contact for IT support across the organisation, providing friendly and professional technical assistance to users.

Your responsibilities will include:

• Acting as the first point of contact for IT incidents and service requests via phone, email, ITSM portal and in person.
• Diagnosing and resolving 1st Line issues across hardware, software, user accounts, Microsoft 365 and standard business applications.
• Taking ownership of tickets through to resolution, keeping users updated throughout the process.
• Logging, categorising and prioritising incidents and requests accurately.
• Managing your workload and support queue to meet agreed SLAs and KPIs.
• Escalating more complex issues to 2nd Line teams or external suppliers with clear documentation.
• Carrying out routine user administration, access requests and device provisioning.
• Supporting new starters and general user onboarding activities.
• Maintaining accurate knowledge, asset and support records.
• Supporting IT changes, upgrades, deployments and wider technology projects.
• Identifying and reporting potential security incidents or risks.
• Recognising recurring issues and contributing ideas to improve IT services and the overall user experience.

About You

We're looking for someone who is customer-focused, technically curious and keen to develop.

You’ll ideally have:

• 1-2 years' experience in a 1st Line Service Desk, IT Support or similar role.
• Basic experience with Active Directory, including user and group management.
• Hands-on experience using an ITSM platform
• Good troubleshooting skills across hardware, software and basic networking.
• Experience supporting Microsoft 365 environments.
• Excellent attention to detail and the ability to follow established processes.
• Good general IT skills, including Excel, and the ability to learn new systems quickly.
• The ability to prioritise your workload and work effectively to deadlines.
• A genuine interest in technology and a willingness to continue developing your technical knowledge.
• A collaborative approach and the ability to work effectively as part of a team.

We're looking for someone with the right attitude, customer focus and desire to learn, who wants to build a long-term career in IT.

This is a role where you'll have the opportunity to develop both technically and professionally within a growing organisation.

You'll receive:

• Hybrid working
• Flexible working
• Training and development to build your technical, commercial and management skills.
• Opportunities for career progression within a growing organisation.
• A varied role within an experienced and supportive IT team.
• Regular employee events

If you're currently working in 1st Line IT Support, Service Desk or IT Helpdesk and are looking for your next opportunity with a company that genuinely invests in its people, we'd love to hear from you.