First-Line IT Support Analyst - Bristol

Itrm; Bristol; On-site; GBP 22,000 - 30,000; Full time

Job summary

A Managed Service Provider in Bristol seeks a 1st Line Technical Support Analyst to provide exceptional IT assistance, ensuring high first-time-fix rates. As the first point of contact, you will troubleshoot IT issues and escalate as necessary while maintaining clear communication with clients. Strong skills in Microsoft 365, Active Directory, and networking are required, alongside excellent soft skills. This role promises a dynamic work environment focused on customer service excellence.

Responsibilities

• Act as the first point of contact for all incoming technical issues.
• Troubleshoot and resolve common IT issues, including login failures, software errors, hardware faults, and network connectivity.
• Perform structured triage and capture accurate information.
• Aim for high first-time fix rates.
• Escalate unresolved issues with clear notes.
• Handle account creation, password resets, mailbox updates, and software installations.
• Communicate clearly with users.
• Provide ticket updates and maintain ownership.
• Use PSA/RMM tools, action monitoring alerts, support maintenance tasks, and maintain asset records.
• Create/update knowledge articles.
• Flag recurring issues.

Skills

Microsoft 365 admin

Active Directory

Basic networking (DNS, DHCP, VPN, Wi-Fi)

Remote tools & PSA platforms

Endpoint security principles

Calm under pressure

Strong organisation and prioritisation

Listening & problem solving

Team player with a growth mindset

Job description

A Managed Service Provider in Bristol seeks a 1st Line Technical Support Analyst to provide exceptional IT assistance, ensuring high first-time-fix rates. As the first point of contact, you will troubleshoot IT issues and escalate as necessary while maintaining clear communication with clients. Strong skills in Microsoft 365, Active Directory, and networking are required, alongside excellent soft skills. This role promises a dynamic work environment focused on customer service excellence.