Information Technology Help Desk Support

CBSbutler; Oxford; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

CBSbutler is recruiting a 1st Line Support Analyst for the Oxford area with hybrid working. You will be the first point of contact for IT support, handling issues across hardware, software, and Microsoft 365, while managing tickets end-to-end.

The role offers a permanent, full-time contract with hybrid working, and opportunities for technical development and career progression within a growing professional services environment.

Qualifications

• Experience in 1st Line IT Support or Service Desk roles, ideally in professional services.
• Strong communication and customer service skills.
• Excellent attention to detail and organisational skills.
• Good Excel skills and ability to learn new systems quickly.

Responsibilities

• Be the first point of contact for IT support across the business.
• Log, prioritise and resolve 1st line incidents within SLAs.
• Support Active Directory, access requests and device provisioning.
• Assist with IT upgrades, deployments and technology projects.
• Maintain accurate IT records and suggest service improvements.
• Report potential security incidents or risks.

Skills

1st Line IT Support

Service Desk

Communication

Customer Service

Attention to detail

Excel

Tools

ServiceNow

Freshservice

Jira

Job description

1st Line Support Analyst | Oxford area | Hybrid working

We are working with a growing Top 35 professional services and accountancy firm who is looking to hire a 1st Line Support Analyst to join their Oxford team.

This is a permanent, full-time role offering hybrid and flexible working, with excellent opportunities for technical development and career progression. Applicants should be from the immediate area.

The Role

You’ll be the first point of contact for IT support across the business, providing friendly and effective technical assistance to users.

Key responsibilities include:

• Resolving 1st line issues across hardware, software, Microsoft 365 and user accounts
• Managing IT tickets from logging through to resolution
• Supporting Active Directory, access requests and device provisioning
• Prioritising incidents against SLAs and escalating more complex issues
• Supporting IT upgrades, deployments and wider technology projects
• Maintaining accurate IT records and identifying service improvements
• Reporting potential security incidents or risks

About You

• Good experience in 1st Line IT Support or a Service Desk role, ideally in a professional services/ accounting firm
• Basic Active Directory experience
• Experience with an ITSM platform such as ServiceNow, Freshservice or Jira
• Good troubleshooting skills across hardware, software and basic networking
• Strong communication and customer service skills
• Excellent attention to detail and organisational skills
• Good Excel skills and the ability to learn new systems quickly
• A proactive, positive and collaborative approach