Hybrid IT Helpdesk Analyst - 1st Line Support

Sharp Business Systems France; High Wycombe; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Sharp UK is seeking a 1st Line Support Analyst to join our High Wycombe helpdesk. The role offers hybrid working: 3 days in the office, 2 days from home, with a focus on delivering high-quality technical support and maintaining strong client communications.

You will manage and progress tickets, meet KPIs, and help grow your technical skills while contributing to team productivity. You will bring at least 2 years of IT support experience, solid knowledge of Windows Server/Desktop OS, Microsoft

Qualifications

• Minimum 2 years of IT support experience.
• Strong client-service mindset and professional communication.
• Intermediate knowledge of Windows Server/Desktop OS, Microsoft 365/Azure, networking and security.
• Awareness of backup solutions and RMM tools.

Responsibilities

• Own, update, and progress support tickets to reassure clients of service quality.
• Meet KPIs to maintain high standards of service delivery.
• Organise and prioritise daily workload to meet client expectations.
• Use technical knowledge to resolve issues and escalate when needed.
• Communicate clearly and professionally with clients and colleagues.
• Develop technical skills and contribute to team productivity.
• Represent Sharp IT Services professionally to support client retention.

Skills

IT support experience

Customer service mindset

Communication skills

Team player

Problem solving

Tools

Microsoft Server OS

Microsoft 365/Azure

Virtualisation

Networking

Firewalls & cyber security

Backup solutions

RMM tools

Job description

Sharp UK is seeking a 1st Line Support Analyst to join our High Wycombe helpdesk. The role offers hybrid working: 3 days in the office, 2 days from home, with a focus on delivering high-quality technical support and maintaining strong client communications.

You will manage and progress tickets, meet KPIs, and help grow your technical skills while contributing to team productivity. You will bring at least 2 years of IT support experience, solid knowledge of Windows Server/Desktop OS, Microsoft