1st Line Support Analyst

Sharp Business Systems France; West Bromwich; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

A leading company in the IT sector is seeking a 1st Line Support Analyst to provide top-notch support to clients. This role promises growth opportunities in a supportive environment, emphasizing both technical and interpersonal skills. You will play a crucial part in resolving IT issues and communicating effectively with customers while learning and developing your IT expertise.

Benefits

O2 discounts on mobile

Study support for certifications

Discounted gym membership

Qualifications

• Some experience with IT support is a plus.
• Familiarity with Microsoft Server and Desktop OS.
• Basic understanding of Azure, networking, and virtualisation.

Responsibilities

• First point of contact for client IT issues.
• Manage support tickets with clear communication.
• Continuously improve technical knowledge on the job.

Skills

Client Service

Communication

Technical Curiosity

Tools

Microsoft 365

Microsoft Server

Azure

Networking

Remote Monitoring and Management (RMM)

Job description

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

Are you friendly, tech-savvy, and passionate about providing exceptional service? Sharp IT Services is on the lookout for a 1st Line Support Analyst to join our growing helpdesk team. If you're keen to build your career in IT and enjoy helping people solve problems, this could be the perfect next step.

What You’ll Be Doing

In this role, you’ll be the first point of contact for our diverse client base, helping to resolve IT issues efficiently and professionally. Your day-to-day will include:

• Taking ownership of support tickets – updating, progressing, and closing them with clear communication throughout.
• Hitting performance targets to keep our service levels high.
• Continuously improving your technical knowledge with on-the-job learning.
• Organising your tasks to stay ahead of client expectations.
• Maintaining professional, clear, and friendly communication at all times.
• Representing Sharp IT Services with professionalism and integrity.

What We’re Looking For

We’re after someone who’s not just technically curious, but also people-focused and motivated to grow. Ideally, you’ll bring:

• A personable, professional, and approachable manner
• A strong focus on delivering excellent client service
• Confident communication skills – both written and verbal
• Some experience with IT support
• Familiarity with Microsoft Server and Desktop OS
• A basic understanding of Microsoft 365, Azure, networking, virtualisation, backups, antivirus, and firewalls
• Awareness of Remote Monitoring and Management (RMM) tools

What’s in It for You

At Sharp, we believe in supporting your development and rewarding your hard work. Here’s what you can expect:

• O2 discounts on your mobile
• Study support for relevant certifications
• Discounted gym membership to help you stay active

This is a fantastic opportunity to develop your IT skills in a professional and supportive environment, with plenty of room to grow.

Ready to make a difference? Apply today and join the Sharp team.