IT Support Analyst

Think Staffing; Perth; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

Training opportunities

Long-term employment

Job summary

Think Staffing in Perth is seeking a 1st Line IT Support Analyst to be the on-site contact for end users across multiple sites. The role operates on alternating shifts: 8.00 am to 4.30 pm and 9.00 am to 5.30 pm, with training opportunities and long-term employment available.

You will provide first line support for hardware, software, network, and connectivity issues via telephone, email, chat, self-service, and in person.

Qualifications

• Basic IT experience and willingness to learn on the job.
• Excellent communication and customer service skills.
• Basic IT knowledge and ability to troubleshoot simple problems.
• Familiarity with Windows 10 and Office 365.
• Knowledge of ITIL processes is desirable.

Responsibilities

• Provide first line support for hardware, software, network, and connectivity issues via phone, email, chat, self-service, and in person.
• Perform initial triage and diagnosis and resolve issues where possible within SLAs.
• Complete service requests, including ordering equipment and arranging delivery or configuration.
• Escalate issues to appropriate teams or suppliers when needed.
• Log incidents and requests in the ITSM tool and communicate updates.
• Take ownership of customer problems and follow up on progress.
• Perform IT administration duties and maintain asset records.
• Participate in continual service improvement and test updates for ServiceNow.

Skills

Basic IT experience

Excellent communication

Self-motivated

Team player

Customer service

ITIL knowledge

Tools

Windows 10

Office 365

ServiceNow

ITSM

Job description

Salary: £26,000 - 27,000 per year

Requirements:

• We require at least some basic IT experience.
• We require excellent communication skills.
• We require a basic technical understanding to solve simple problems.
• We prefer basic knowledge of network troubleshooting.
• We need someone able to work under their own initiative and motivated to learn.
• We need a team player who contributes to team discussions and seeks clarification when unsure.
• We require excellent customer service skills and an exceptional telephone manner.
• We require basic knowledge of ITIL standards.
• We require good knowledge of Microsoft operating systems and products, with an emphasis on Windows 10 and Microsoft Office 365, and the ability to operate confidently with minimal guidance.
• We require basic knowledge of iOS and Android mobile operating systems.
• We require a full UK drivers licence or someone working towards obtaining one.

Responsibilities:

• We provide first line support to end users on hardware, software, network, and connectivity issues via telephone, email, chat, self-service, and in person.
• We carry out initial triage and diagnosis of problems and resolve issues where possible in a timely manner in line with SLAs.
• We complete service request fulfilment, including ordering new equipment and arranging delivery or configuration before it is sent to the customer.
• We elevate issues to the appropriate support teams and third-party suppliers where first line resolution is not possible.
• We log and prioritise incidents, service requests, and change requests in our ITSM tool, ServiceNow.
• We take ownership of customer problems, follow up on progress, and communicate updates in a timely manner.
• We perform IT administration duties as required.
• We maintain IT asset records accordingly.
• We actively participate in continual service improvement.
• We carry out testing when updates are released for our ServiceNow platform.

Technologies:

• Android
• Hardware
• Support
• ITIL
• ITSM
• Mobile
• Network
• Office 365
• ServiceNow
• Windows
• iOS

More:

We are hiring a 1st Line IT Support Analyst to act as the central point of contact for 1st line IT incidents and service requests, supporting internal customers across multiple sites. The role is based on site in Perth and follows two alternating shift patterns: 8.00 am to 4.30 pm and 9.00 am to 5.30 pm. We offer training opportunities and long-term employment, and the salary is circa £26,000 depending on experience, rising to £27,000 after the probationary period.

last updated 38 week of 2026