IT Service Desk Analyst — 1st Line Support

The Citation Group; Wilmslow; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

25 Days Holiday

8 Bank Holidays

Birthday day off

Post-Wedding extra holidays

Growing families perks

Healthcare cash plan

Job summary

The Citation Group is hiring a 1st Line Support Analyst to join a busy IT Service Desk serving staff across two offices in Wilmslow. The role requires excellent customer service, strong communication, and a solid grounding in Windows 11, M365, AD and related tools.

You will log incidents, provide first-line fixes, and coordinate with higher support levels while ensuring SLA adherence. You will be part of a dynamic, growth-focused team in a private-equity backed company with ambitious expansion

Qualifications

• Customer service skills with a friendly telephone manner and clear communication.
• Ability to understand and empathise with user needs and explain technical concepts simply.
• Strong organisational and time management abilities for handling multiple requests.

Responsibilities

• Provide 1st line IT support to staff across two sites, via portal, phone, and face-to-face.
• Log, classify and escalate incidents; follow SLAs and update customers on progress.
• Act as liaison with 2nd/3rd line teams and vendor support; maintain relevant records.
• Maintain IT asset register and documentation; travel to other offices as required.
• Deliver excellent customer experience and pro-active issue resolution.
• Provide updates to users on progression and resolve routine IT faults.
• Support Windows 11, M365, AD, Outlook, Teams, Defender, and device issues.
• Handle escalation of complex issues with ownership and accuracy.

Skills

Customer service

Empathy

Organisation

Technical understanding

Attention to detail

Working under pressure

Communication skills

Tools

Windows 11

M365

Active Directory

ITSM Tools

MS Outlook

MS Teams

MS Defender

SharePoint

GoToAssist

iOS devices

Job description

The Citation Group is hiring a 1st Line Support Analyst to join a busy IT Service Desk serving staff across two offices in Wilmslow. The role requires excellent customer service, strong communication, and a solid grounding in Windows 11, M365, AD and related tools.

You will log incidents, provide first-line fixes, and coordinate with higher support levels while ensuring SLA adherence. You will be part of a dynamic, growth-focused team in a private-equity backed company with ambitious expansion