First Line Support Analyst

PinkWorm Recruitment; Nottingham; Hybrid; GBP 25,000 - 27,000; Full time

Benefits offered by this job

Company pension

Company sick pay and income protection

Life assurance

On-site parking

Job summary

PinkWorm Recruitment is recruiting for a 1st Line Support Analyst in Nottingham. The role offers hybrid working after induction, with a salary in the £25,000–£27,000 range depending on experience. 35 hours per week, full-time, with 30 days leave plus bank holidays and a company pension.

You will provide first-line support via phone, email and live chat, troubleshoot issues, triage requests and keep customers updated while meeting SLAs and KPIs.

Qualifications

• Experience in a 1st Line Support, IT Helpdesk, Service Desk or Application Support role.
• Strong communication and customer service skills.
• Good problem-solving ability.

Responsibilities

• Providing first-line application support to customers.
• Responding to enquiries by telephone, email and live chat.
• Triaging incoming incidents and service requests.
• Gathering information and troubleshooting technical issues.
• Resolving issues at first point of contact wherever possible.
• Escalating more complex issues while retaining ownership.
• Keeping customers updated throughout the process.
• Working to agreed SLAs and KPIs.
• Identifying recurring issues and opportunities to improve the service.

Skills

Customer service

Communication

Problem solving

Microsoft 365

Teamwork

Tools

Live chat

Job description

1st Line Support Analyst | Nottingham | Hybrid working to £25,000 doe | Full-time | 35 hours per week

Are you an experienced 1st Line Support Analyst who enjoys solving problems and delivering excellent customer service?

We’re recruiting for a growing global software business that provides specialist technology to government, law enforcement, regulatory and private‑sector organisations.

You’ll join a friendly support team, helping clients resolve application‑related queries by telephone, email and live chat. This is a great opportunity to develop your technical skills within a fast‑paced and supportive environment.

What you’ll be doing:

• Providing first‑line application support to customers
• Responding to enquiries by telephone, email and live chat
• Triaging incoming incidents and service requests
• Gathering information and troubleshooting technical issues
• Resolving issues at first point of contact wherever possible
• Escalating more complex issues while retaining ownership
• Keeping customers updated throughout the process
• Working to agreed SLAs and KPIs
• Identifying recurring issues and opportunities to improve the service

About You:

• Some previous experience in a 1st Line Support, IT Helpdesk, Service Desk or Application Support role
• Strong communication and customer service skills
• Good problem‑solving ability
• Excellent attention to detail
• Knowledge of Microsoft 365
• A positive, adaptable and team‑focused approach

What’s on offer:

• Salary £25,000 - £27,000 depending on experience
• Hybrid working following induction and training
• 30 days’ annual leave plus bank holidays
• Company pension
• Company sick pay and income protection
• Life assurance
• Optional private health and dental insurance
• Ongoing training and development
• On‑site parking and strong public transport links

Security vetting requirement:

The successful candidate will need to complete security vetting. Applicants must have lived continuously in the UK for the past three years and be able to provide five years of address history.

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