1st Line Support Analyst

APCOA PARKING UK; Uxbridge Moor; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

25 days holiday + 8 bank holidays

Pension scheme

Employee discount programme

Training and development

Job summary

APCOA PARKING UK is seeking an IT 1st Line Support Analyst to join the onsite service desk in Uxbridge. You’ll be the first point of contact for IT queries from internal and external users, logging and resolving incidents and assisting with everyday IT tasks.

This 1st line role is onsite, with 5 days out of 7 on a rota, covering shifts from early to late. It’s ideal for someone starting in IT who wants hands-on experience with Windows, 365, Exchange, SharePoint, and AD in a busy environment.

Qualifications

• Some IT support or service desk experience (internships/placements/apprenticeships acceptable).
• Basic understanding of Windows OS and Microsoft applications.
• Awareness of Active Directory and user account management.
• Basic networking concepts and troubleshooting.
• Strong communication and customer-focused approach.
• Good organisation and ability to follow processes.
• Proactive attitude and willingness to learn and own issues.

Responsibilities

• Provide first line IT support via phone, email, and ticketing system.
• Log, prioritise, and resolve IT incidents and service requests.
• Assist users with day-to-day IT issues (password resets, account access).
• Assist with Active Directory user administration (accounts, passwords, groups).
• Support Windows 10/11, Microsoft 365, Exchange, and SharePoint environments.
• Troubleshoot basic hardware issues with laptops/desktops/peripherals.
• Help manage IT assets and stock, including issuing and tracking equipment.
• Liaise with suppliers and third-party support teams for repairs and escalations.
• Assist with project work and new site setups.
• Image and deploy devices using Acronis or similar tools.
• Deliver a positive customer experience while meeting SLAs.

Skills

IT support

Help desk

Customer service

Communication

Problem solving

Education

Basic IT knowledge or equivalent experience

Tools

Active Directory

Windows 10/11

Microsoft 365

Exchange

SharePoint

Acronis

Ticketing system

Job description

The Role

IT 1st Line Support Analyst

Uxbridge (Onsite) | Full-time | Rotational Shifts | Up to £26,000 per annum

Are you starting out in IT or looking to build hands-on experience in a busy service desk environment? Do you enjoy helping people, learning new technologies, and developing your technical skills on the job?

We're looking for an IT 1st Line Support Analyst to join our service desk team based in Uxbridge. This role is ideal for someone early in their IT career who wants structured exposure to real-world systems, users, and support processes.

The role

As part of the service desk, you'll be the first point of contact for IT queries from internal and external users. You'll log and resolve common technical issues, elevate more complex problems when needed, and provide a friendly, professional support experience.

This is an onsite role, working 5 days out of 7 on a rota basis, with shifts between 6:00am and 11:00pm (8.5-hour shifts).

What you'll do

• Provide first line IT support via phone, email, and a ticketing system.
• Log, prioritise, and resolve IT incidents and service requests.
• Support users with day-to-day IT issues (password resets, account access, and basic troubleshooting).
• Assist with Active Directory user administration (accounts, passwords, groups).
• Support Windows 10/11, Microsoft 365, Exchange, and SharePoint environments.
• Troubleshoot basic hardware issues with laptops, desktops, and peripherals.
• Help manage IT assets and stock, including issuing, replacing, and tracking equipment.
• Liaise with suppliers and third-party support teams for repairs and escalations.
• Assist with project work and new site setups, following clear processes and guidance.
• Image and deploy devices using Acronis or similar tools.
• Deliver a positive customer experience while working to SLAs.

What you'll bring

• Some experience in an IT support, service desk, or technical support role (including internships, placements, or apprenticeships).
• A genuine interest in IT and eagerness to learn and develop technical skills.
• Basic understanding of Windows operating systems and Microsoft applications.
• Awareness of Active Directory and user account management.
• Basic knowledge of networking concepts (such as connectivity and troubleshooting).
• Strong communication skills and a customer-focused approach.
• Good organisation skills and the ability to follow processes.
• A proactive attitude and willingness to ask questions and take ownership.

What's on offer

• Up to £26,000 per annum, depending on experience.
• 25 days holiday + 8 bank holidays.
• Pension scheme and employee discount programme.
• Company Pension.
• Training, mentoring, and clear development opportunities within IT.
• A supportive team environment where learning is encouraged.

Ready to start or grow your IT career?