1st Line Support Analyst - Peterborough

Sharp Europe

Peterborough

Hybrid

GBP 20,664 - 23,419

Full time

14 days+

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Benefits offered by this job

Flexible hybrid working options

Supportive team culture

Job summary

A dynamic IT support company in Peterborough is seeking a 1st Line Support Analyst to join their Helpdesk team. The role involves providing initial support, troubleshooting issues, and ensuring effective communication with clients while meeting SLAs. Ideal candidates will have at least 12 months' experience in IT support and basic knowledge of Microsoft technologies.

Qualifications

At least 12 months of experience in IT support (preferably 1st line).
Good communication skills (written and verbal) to engage with clients.
Basic knowledge of Microsoft Server, Desktop OS, M365, and networking concepts.

Responsibilities

Provide initial support to clients and ownership of incoming support tickets.
Troubleshoot and resolve basic technical issues across Microsoft 365 and Windows Servers.
Ensure effective communication with clients and provide timely updates.
Meet agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Skills

IT support experience

Microsoft 365 knowledge

Troubleshooting skills

Communication skills

Job description

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Hybrid | Based in Peterborough, UK | Sharp IT Services UK

Are you looking to kickstart your IT support career in a dynamic and client-focused environment?

At Sharp IT Services UK (SITUK), we’re looking for a 1st Line Support Analyst to join our Helpdesk team. As a key part of the team, you’ll be responsible for providing first-line support, addressing client issues, and ensuring that all support tickets are efficiently handled. You’ll work closely with both clients and internal teams to resolve issues and deliver excellent service.

What You’ll Do

Provide initial support to clients and take ownership of incoming support tickets.
Troubleshoot and resolve basic technical issues across Microsoft 365, Windows Servers, and network environments.
Ensure effective communication with clients to understand their issues and provide timely updates.
Work to meet agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Collaborate with 2nd line and other technical teams to escalate unresolved issues as needed.
Contribute to a positive, client-focused atmosphere within the support team.

What You’ll Bring

At least 12 months’ experience in IT support (preferably 1st line).
Basic knowledge of Microsoft Server and Desktop OS, M365, and networking concepts.
Familiarity with common IT issues and troubleshooting methods.
Good communication skills (both written and verbal) and the ability to engage with clients professionally.
A team-oriented mindset and eagerness to expand your technical skills.
An interest in progressing in IT support and taking on more technical challenges.
Flexible hybrid working options.
A supportive team culture focused on professional growth.
The opportunity to work with a range of clients and new technologies.
Be part of a respected brand with an expanding digital services division.

Ready to make a difference in IT support at Sharp? Apply now and start your journey with a growing, forward-thinking team.

Seniority level