IT Support Analayst

CBSbutler Holdings Limited trading as CBSbutler; Oxford; Hybrid; GBP 21,000 - 32,000; Full time

Job summary

CBSbutler Holdings Limited trading as CBSbutler is seeking a 1st Line Support Analyst in Oxford. This permanent, full-time role offers hybrid and flexible working, with opportunities to develop technical skills and progress within the business.

You will be the first point of contact for IT support, handling tickets, supporting Active Directory and device provisioning, and helping drive service improvements across Microsoft 365 and related systems.

Qualifications

• 1-2 years of experience in 1st Line IT Support or a Service Desk role.
• 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.

Responsibilities

• 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

Skills

1-2 years experience

Active Directory

ITSM platform

Troubleshooting

Communication

Customer service

Excel

Tools

ServiceNow

Freshservice

Jira

Job description

1st Line Support Analyst Oxford Hybrid

A growing Top 35 professional services and accountancy firm is looking for a 1st Line Support Analyst to join its Oxford team.

This is a permanent, full-time role offering hybrid and flexible working, with excellent opportunities for technical development and career progression.

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

We’re looking for:

• 1-2 years' experience in 1st Line IT Support or a Service Desk role
• 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