1st Line Support Analyst (Test)

Sharp; Stockport; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

Sharp UK in Stockport is seeking a 1st Line Support Analyst to join our helpdesk team in Stockport. If you’re personable, technically minded and eager to advance your IT career, we’d love to hear from you.

You’ll provide high‑quality technical support, manage and progress tickets, and help maintain our reputation for excellent client service. Hybrid role with 3 days in the office and 2 days remote.

Qualifications

• At least 2 years' experience in IT support.
• Strong customer-service mindset with good communication skills.
• Experience delivering high-quality technical support and ticket management.

Responsibilities

• Own, update and progress support tickets to reassure clients of our service quality.
• Meet KPIs to maintain high standards of service delivery.
• Organise and prioritise daily workload to meet client expectations.

Skills

IT support

Customer service

Team player

Communication skills

Problem solving

Remote work awareness

Tools

Microsoft Server

Microsoft 365

Azure

Virtualisation

Networking

Firewalls

RMM tools

Backup solutions

Job description

1st Line Support Analyst

Location: Stockport

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

Are you personable, technically minded, and ready to take the next step in your IT career? Sharp UK is looking for a 1st Line Support Analyst to join our helpdesk team in Stockport. If you enjoy solving problems, providing outstanding client service, and developing your technical skills, we'd love to hear from you.

What You’ll Be Doing

You will deliver high quality technical support and maintain strong communication throughout when dealing with our valued clients. Reporting directly to the Helpdesk Manager, you'll play a key role in managing and resolving support requests while helping us maintain our excellent reputation and client satisfaction.

Your responsibilities will include:

• Owning, updating, and progressing support tickets to give clients confidence in our service.
• Meeting Key Performance Indicators (KPIs) to ensure high standards of service delivery.
• Organising and prioritising your daily workload to meet client expectations efficiently.
• Using your technical knowledge to resolve issues and escalating where necessary.
• Communicating clearly, professionally, and positively with clients and colleagues.
• Actively developing your technical skills and contributing to team productivity.
• Representing Sharp IT Services professionally to support client retention and business growth.

What We’re Looking For

We're seeking a motivated team player with a passion for IT and a strong client-service mindset. You'll ideally bring:

• A friendly, professional, and approachable attitude
• A strong desire to grow your skills in IT support
• Excellent verbal and written communication skills
• At least 2 years' experience in IT support
• Intermediate knowledge of:
  • Microsoft Server and Desktop Operating Systems
  • Microsoft 365 and Azure
  • Virtualisation, Networking, Firewalls, and Cyber Security
• Basic understanding of backup solutions and antivirus tools
• Awareness of Remote Monitoring and Management (RMM) tools