Hybrid 1st Line IT Support Analyst

Intercity; Shefford; Hybrid; GBP 22,000 - 28,000; 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

Focus on developing our people

Job summary

Intercity Technology is seeking a proactive 1st Line Support Analyst to join our IT Service Desk. You will be the first point of contact for IT queries, helping users stay productive and secure in a fast-paced environment.

The role is hybrid with 3 days on-site at our Meppershall office after training. Shifts cover 7am-4pm and 10am-7pm across weekends and bank holidays. We value a calm, solutions-focused attitude and a willingness to learn.

Qualifications

• Basic understanding of IT infrastructure including desktops, laptops, printers, and networking.
• Familiarity with Windows OS and Microsoft 365 applications.
• Exposure to Active Directory and user management tasks.
• Experience with service desk platforms such as HALO, ServiceNow, or Freshdesk.
• Awareness of GDPR and data protection standards.
• Previous 1st line support or helpdesk experience preferred.

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

Customer service

Communication

Team player

Education

GCSE Maths & English

Tools

HALO

ServiceNow

Freshdesk

Job description

Intercity Technology is seeking a proactive 1st Line Support Analyst to join our IT Service Desk. You will be the first point of contact for IT queries, helping users stay productive and secure in a fast-paced environment.

The role is hybrid with 3 days on-site at our Meppershall office after training. Shifts cover 7am-4pm and 10am-7pm across weekends and bank holidays. We value a calm, solutions-focused attitude and a willingness to learn.