IT First Line Analyst

Starr Underwriting; Stratford-upon-Avon; Hybrid; GBP 31,000; Full time

Job summary

An exciting opportunity at a leading insurance company for a First Line Analyst within the Services Desk Team. The role focuses on providing comprehensive technical support to end-users, fostering a positive customer experience while offering a pathway for career progression in IT. This position allows for up to 80% home working, with a commitment to personal and professional development in a supportive environment.

Benefits

Annual bonus (up to 10% of salary)

Contributory pension scheme

Access to voluntary benefits

Health and wellbeing plan

25 days annual leave

Qualifications

• Experience in a busy telephone-based customer services environment.
• Strong problem-solving and analytical skills.
• Knowledge of IT systems on a personal or professional level.

Responsibilities

• Provide first line technical support for hardware and software issues.
• Log incidents and troubleshoot problems for end-users.
• Act as the first point of contact for IT support calls.

Skills

Customer service

Problem-solving

Analytical skills

Communication

Job description

• An exciting opportunity within our Services Desk Team
• Act in a key role to deliver continually high levels of customer service.
• Hybrid up to 80% homeworking available and 20% in Stratford-upon-Avon Office, 35-hour working week, Mon-Fri between 8am-6pm

About the role

An exciting opportunity has arisen within NFU Mutual's Service Desk Team for a First Line Analyst. This opportunity is ideal for individuals with a passion for technology, a desire to learn, and an enthusiasm to solve every day technical problems. As a First Line Analyst, you’ll gain hands-on experience and be part of a supportive team committed to helping you grow and succeed in your IT career.

The purpose of this role is to provide first line technical support to end-users, assisting with hardware, software, and system related issues. You will log incidents, troubleshoot problems, and escalate more complex issues, forming the essential link between users and the wider IT department across NFU Mutual and help minimise service disruption.

In this role one of your core responsibilities is to receive and respond to incoming IT support calls. This task is not just about answering the phone, it’s about being the first point of contact for users experiencing technical issues. You will play a vital role in ensuring a smooth, professional, and helpful support experience. You will also provide guidance on fixes for common issues like password resets, software help and printer troubleshooting.

You will also work in a shift pattern with a 35-hour working week, Mon-Fri between 8am-6pm.

About you

The ideal candidate is passionate about technology and excited to start or grow your career in IT. You bring a proactive attitude to your work, with the initiative to solve problems and learn new things on your own. Providing excellent customer service comes naturally to you—you enjoy helping people and ensuring they feel supported and understood.

You communicate with clarity and confidence, both verbally and in writing, making it easy for users to follow your guidance. Most importantly, you're self-motivated, reliable, and ready to take ownership of your personal and professional development in a fast-paced environment.

You’ll also have:

• Experience in a busy telephone-based customer services environment
• Deliver a professional and courteous service to all users, maintaining a calm and helpful demeanour even in high-pressure situations.
• Strive to create a positive user experience and build confidence in IT support services.
• Demonstrable analytical and problem-solving skills
• Knowledge of IT on a personal or professional level
• It offers a valuable entry point into IT support, with potential for career progression into more advanced technical roles or specialist areas over time.

At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees.

We recognise that some candidates may experience barriers during the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process.

We're proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation, or socioeconomic background.

Benefits and Rewards

When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:

• Salary - £30,987
• Annual bonus (up to 10% of salary)
• Contributory pension scheme, up to 20%, including your 8% contribution
• 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme
• A Family Friendly policy that helps you balance your work and family responsibilities
• Access to savings at High Street brands, travel and supermarkets
• £20 contribution to a monthly gym membership – subject to T&Cs
• Health and wellbeing plan - cashback for dentist, opticians, physio and more
• Access to voluntary benefits, including health assessments, private medical insurance and dental insurance
• Employee Volunteering - volunteer in the community for one day each year
• Unlimited access to Refer a Friend £500 bonus scheme
• Life Assurance cover of 4 x salary
• Employee discounts of 15% on a range of NFU Mutual insurance policies.

Working at NFU Mutual

We’re one of the UK’s leading general insurance and financial services companies. For over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us.

We pride ourselves on being “a great place to work” and our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction but also named us as the first UK-based company to receive a Gallup Exceptional Workplace for ten years in a row. We are also the only Insurer to feature in the LinkedIn Top 15 Companies 2025 list of ‘Best midsize employers to grow your career in the UK’, the Glassdoor Best Places to Work UK List 2023 and 2024, and were recognised as a certified UK Top Employer by the Top Employers Institute in 2023, 2024 and 2025.

We offer a supportive culture where we empower and inspire our people to perform, offer them opportunities to grow, and recognise and reward their contribution. Our people are proud to work for a company that respects them and their communities, and they trust us to be financially sustainable, so we are successful now and in the future.

This vacancy may close early depending on application volumes, so we recommend getting your application in as soon as possible!