First-Line IT Support Analyst — Customer-Focused Tech

Intercity; Meppershall; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

33 days holiday

Annual pay reviews

Holiday buy scheme

All-company bonus scheme

Death in service cover

Employee assistance programme

Company pension

Active social calendar

Development of our people

Job summary

Intercity Technology is seeking a proactive 1st Line Support Analyst to join its IT Service Desk in a hybrid role at our Meppershall office. You will be the first point of contact for IT queries, helping users stay connected, productive, and secure.

After training, you’ll work on-site three days per week in Meppershall, with weekend and bank holiday shifts. We value problem-solving, clear communication and a customer-focused approach to deliver high-quality IT support.

Qualifications

• GCSE Maths and English (Grade 4 or above).
• Logical thinker with strong problem-solving skills.
• Excellent communication and customer service abilities.
• Willingness to learn and develop technical knowledge.
• Ability to prioritise tasks and remain calm under pressure.
• Team player with a proactive, can-do attitude.
• CompTIA A+ or Microsoft Technology Associate certification (desirable).

Responsibilities

• Provide first-line technical support for hardware, software, and network issues.
• Log, manage, and resolve support tickets using service desk tools such as HALO.
• Use remote access tools (e.g. AnyDesk, TeamViewer, SCCM) to troubleshoot and resolve issues.
• Communicate clearly and professionally with users at all levels of the business.
• Escalate complex issues to senior team members with accurate documentation.
• Maintain up-to-date and accurate records of all support interactions.
• Support the wider IT team in delivering a high-quality, customer-centric service.

Skills

Problem solving

Communication

Willingness to learn

Team player

Prioritisation

Calm under pressure

Education

GCSE Maths and English

CompTIA A+ / MTA

Tools

HALO

ServiceNow

Freshdesk

AnyDesk

TeamViewer

SCCM

Job description

Intercity Technology is seeking a proactive 1st Line Support Analyst to join its IT Service Desk in a hybrid role at our Meppershall office. You will be the first point of contact for IT queries, helping users stay connected, productive, and secure.

After training, you’ll work on-site three days per week in Meppershall, with weekend and bank holiday shifts. We value problem-solving, clear communication and a customer-focused approach to deliver high-quality IT support.