Technical Support Analyst Level 1

Verelogic; Scotland; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A technology services provider is seeking a Tier 1 Technical Support Analyst to join their team. The role involves first-line support across multiple sites, resolving IT issues effectively while maintaining excellent customer service. Candidates should possess GCSEs in Maths and English, along with experience in customer service or a tech support environment. Knowledge of Microsoft 365 and strong communication skills are essential. This position is hybrid, based in the UK.

Qualifications

• GCSEs in Maths and English or equivalent essential.
• Prior experience in customer service or technical support preferred.
• Familiarity with IT systems and service desk operations required.

Responsibilities

• Act as first point of contact via phone, email, or chat.
• Log, assign, and resolve support tickets effectively.
• Support users across various IT systems and networks.

Skills

Customer service experience

Knowledge of IT systems

Strong communication skills

Collaborative team-focused approach

Education

GCSEs including Maths and English or equivalent

A-levels, BTEC, or IT-related qualifications

Tools

Microsoft 365

Job description

Overview

Our client is seeking a Tier 1 Technical Support Analyst to join their busy service desk team. This role involves providing first-line IT support across multiple sites, resolving tickets efficiently, and maintaining excellent customer service. The successful candidate will also assist with user training, process documentation, and occasional onsite support.

Location: Somerset / Hybrid

Hours: 37.5 per week, two shifts: 08:30-17:00 / 10:00-18:30

Key Responsibilities

• Act as first point of contact via phone, email, or chat.
• Log, assign, and resolve support tickets, escalating where appropriate.
• Provide support across Microsoft 365, workstations, servers, printers, networks, and vendor applications.
• Carry out daily system checks and asset management tasks.
• Contribute to knowledge base documentation and process improvements.
• Undertake training to build technical skills and certifications.

What they're looking for

• GCSEs (including Maths and English) or equivalent.
• Previous experience in customer service or a technical support environment.
• Knowledge of IT systems, ticketing tools, and service desk operations.
• Strong communication skills and a collaborative, team-focused approach.

Desirable

• A-levels, BTEC, or IT-related qualifications.
• Microsoft 365 administration knowledge.
• Experience within a managed service provider (MSP).