Information Technology Support Analyst

CBSbutler; Oxford; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A growing accountancy and professional services firm in Oxford is seeking a 1st Line Support Analyst to be the first point of contact for IT issues. This hybrid role offers flexibility and requires experience in service desk support, familiarity with Active Directory, and proficiency in using ITSM platforms like Freshservice or ServiceNow. Candidates should be strong communicators, enjoy problem-solving, and be able to troubleshoot hardware and software issues. Join a firm that prioritizes exceptional career development and support.

Qualifications

• Experienced in a 1st Line Service Desk or similar support role.
• Familiar with Active Directory (user and group management).
• Able to troubleshoot hardware, software, and basic network issues.

Responsibilities

• Investigate and resolve first-line technical issues with various devices.
• Handle support requests via multiple communication channels.
• Log, categorize, and prioritize tickets in the ITSM tool.
• Monitor ticket queues to ensure SLAs and response times.
• Provide clear and friendly communication to users.

Skills

1st Line Service Desk experience

Active Directory

ITSM platform experience

Troubleshooting skills

Strong communication skills

Excel proficiency

Tools

Freshservice

ServiceNow

Jira

Job description

Our client, a growing accountancy and professional services firm with offices across Central and Southern England is seeking a 1st Line Support Analyst, based in their offices just outside of Central Oxford.

This is a hybrid working role with flexibility around working hours.

This is a great opportunity for someone who enjoys problem-solving, providing excellent service, and developing their technical skills.

The Role

In this role, you will be the first point of contact for all IT-related queries.

Your responsibilities will include :

• Investigating and resolving first-line technical issues with desktops, laptops, mobiles, and standard business applications
• Handling support requests via phone, email, ITSM portal, and walk-ups
• Logging, categorising, and prioritising tickets accurately in the ITSM tool
• Monitoring ticket queues to ensure SLAs and response times are met
• Escalating complex issues to 2nd Line or specialist teams when needed
• Providing clear, friendly, and professional communication to users
• Contributing to process improvements and knowledge articles
• Supporting IT changes, upgrades, and technology rollouts
• Liaising with external suppliers when required

About You

You will be :

• Experienced in a 1st Line Service Desk or similar support role
• Familiar with Active Directory (user and group management)
• Experienced with an ITSM platform such as Freshservice, ServiceNow, or Jira
• Able to troubleshoot hardware, software, and basic network issues
• A strong communicator, both verbally and in writing
• Confident using Excel

This is a fantastic opportunity to join a business that is on a strong growth trajectory and who offers exceptional career development and support.