Support Analyst - 1st Line

Ascenti; Fareham; On-site; GBP 25,000 - 35,000; Full time

Job summary

Ascenti seeks a dedicated 1st Line Support Analyst to provide technical support within their IT team. This role involves handling service desk tickets, troubleshooting issues, and ensuring smooth operations across the business. Candidates should have strong customer focus, excellent troubleshooting abilities, and a background in IT service support. Benefits include competitive salary, annual leave, comprehensive healthcare, and opportunities for professional development.

Benefits

25 days of annual leave (+ bank holidays)

Vitality at Work membership

Enhanced family leave

Free and discounted healthcare services

Qualifications

• Experience in an IT service desk environment.
• Ability to log support tickets with clear information.
• Self-starter in a fast-paced environment.

Responsibilities

• Provide first-line technical support via calls and service desk tickets.
• Log issues and perform initial troubleshooting.
• Collaborate with IT Administrator on JML process.

Skills

Customer-focused

Excellent troubleshooting skills

Excellent time management

Education

GCSE’s or equivalent level qualification

Job description

We are Ascenti. The leading provider of physiotherapy and mental health services- helping thousands of people to elevate their health and live active lives every day.

With more than 25 years’ experience serving both the public and private sectors, we are industry leading experts and passionate believers in our distinct clinical philosophy, because we know how it works and see first-hand how it helps people every day.

Your purpose

As a 1 st Line Support Analyst, you will be an approachable and dedicated individual with a passion for helping others. You will be proactive and have a natural flair for troubleshooting and problem-solving. These skills, coupled with a knowledge of IT systems and hardware, will enable you to deal with IT service desk tasks quickly and efficiently.

You will be the face of IT for employees, supporting hardware and software queries, troubleshooting connectivity issues, and helping new starters with onboarding.

You will be encouraged to take ownership of your learning, contribute to continuous improvement, and grow alongside a knowledgeable, collaborative team that values individual contribution and shared success.

How your role fits within our team

As a 1 st Line Support Analyst, you will be a key part of our internal IT support team, providing front-line assistance to employees across the business. Working in a fast-paced, mid-sized environment, you will respond to incoming tickets, walk-ups, and phone calls, ensuring technical issues are logged, resolved, or escalated to keep day-to-day operations running smoothly.

Your role is part of a core business Support Function that plays a critical part in helping Ascenti operate efficiently and effectively.

Key responsibilities

• Provide first-line technical support by handling incoming calls and service desk tickets.
• Accurately log issues, perform initial troubleshooting, and escalate incidents as required to ensure timely resolution and excellent customer service.
• Manage and resolve service desk tickets within agreed Service Level Agreements (SLAs).
• Learn, understand, and assist with the Joiner, Mover, Leaver (JML) process, ensuring all equipment is shipped to employees, with asset catalogues maintained accurately.
• Provide cover when needed for the IT Administrator by assisting with hardware builds, device preparation, and deployment, and ensuring the JML process is followed accurately and in a timely manner.
• Collaborate with the IT Administrator to manage the sending and receiving of equipment in alignment with the JML process.
• Maintain up-to-date documentation of issues, solutions, and processes.
• Identify opportunities for process improvements, document changes, and update workflows related to the role.

Culture and benefits

You will benefit from a competitive salary, 25 days of annual leave (+ bank holidays) and a great loyalty-based benefits package, which includes Vitality at Work membership, enhanced family (mat & pat) leave, free and discounted healthcare services and many other perks and rewards.

Ascenti is committed to continuous learning and progression, meaning that there will also be ample support and coaching in your role, with opportunities for you to develop if you wish. The goal is for Ascenti to be a workplace that creates a sense of belonging for everyone. This means that they actively work to promote equal opportunities across all that they do, including when recruiting new talent. Hours

As a full-time Support Analyst, you will work 37.5 hours, Monday – Friday, with a 30-minute lunch break.

Apply today

If this sounds like the perfect role for you, click apply

Qualifications

Experience and knowledge

• Customer-focused with an excellent telephone manner.
• Excellent time management and able to prioritise tasks.
• IT literate with excellent troubleshooting skills.
• Ability to efficiently log support tickets with clear, concise, and relevant information to ensure accurate categorisation and enable timely resolution by the wider IT team.
• Self-starter, capable of working in a fast-paced environment.
• Experience working within an IT service desk environment or evidence of steps taken to pursue a career in IT.
• GCSE’s or equivalent level qualification or equivalent professional experience.