1st Line Support Analyst

Intercity Technology; United Kingdom; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading IT service provider is seeking a proactive 1st Line Support Analyst to join their IT Service Desk team. You will be the first point of contact for IT support queries, delivering service to users and gaining experience in a dynamic environment. Ideal candidates are eager to learn, have strong communication skills, and thrive on problem-solving. Benefits include annual pay reviews, holiday buy scheme, and a focus on employee development.

Benefits

33 days holiday annually

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

Qualifications

• Basic understanding of IT infrastructure including desktops, laptops, printers, and networking.
• Familiarity with Microsoft Windows OS and Microsoft 365 applications.
• Exposure to Active Directory for password resets and user account creation.
• Awareness of cyber security best practices and data protection standards.

Responsibilities

• Provide first-line technical support for hardware, software, and network issues.
• Log, manage, and resolve support tickets using service desk tools.
• Use remote access tools to troubleshoot and resolve issues.
• Communicate clearly and professionally with users at all levels.
• Escalate complex issues to senior team members with accurate documentation.

Skills

Logical thinker

Strong problem-solving skills

Excellent communication skills

Customer service abilities

Willingness to learn

Education

GCSE Maths and English (Grade C or above)

CompTIA A+ or Microsoft Technology Associate certification

Tools

HALO

ServiceNow

Freshdesk

AnyDesk

TeamViewer

SCCM

Job description

About The Role

Launch Your IT Career as a 1st Line Support Analyst!

We’re looking for a proactive and customer-focused1st Line Support Analystto 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.

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 asHALO
• 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 C or above)
• CompTIA A+ or Microsoft Technology Associate certification (desirable)
• Logical thinker with strong problem-solving skills
• Excellent communication and customer service abilities
• Willingness to learn and develop technical knowledge
• Ability to prioritise tasks and remain calm under pressure
• Team player with a proactive, can-do attitude

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
• 3-star “World Class” Best Companies accreditation, and for 2022, 2023, and 2024:
  - The no. 1 best telecoms company to work for
  - 9th best mid-sized company in the UK to work for!
  - 7th best company in the West-Midlands to work for!
• Platinum Eco Vadis rating

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.