First Line Support

IT First Line Support Analyst (Contract - Nights)

Location:

Bristol area

Shift Pattern:
Nights (shifts between 19:00-07:00)

Clearance:
Active SC (essential)

Start:
January 2026

Overview

We are supporting a secure, high-availability IT environment and are looking for a First Line Support Analyst to join an established Service Desk team providing out-of-hours operational support.

This role is the first point of contact for IT incidents and service requests, with responsibility for accurate logging, first-time resolution where possible, and effective escalation within agreed SLAs. While primarily first line, the role includes light second-line responsibilities depending on experience.

Training will be provided, and attitude, reliability, and communication skills are as important as technical capability.

Key Responsibilities

Act as the first point of contact for IT incidents and service requests
Accurately log, categorise, and prioritise incidents
Resolve issues at first contact where possible
Escalate incidents to appropriate resolver groups in line with SLAs
Provide clear communication and updates to users
Support a secure, shift-based service desk operation
Work collaboratively within a small, experienced team

Required Skills & Experience

Experience in an IT Service Desk / First Line Support role
Familiarity with incident logging and ticketing systems
Good understanding of common hardware and software issues
Strong customer service and communication skills
Comfortable working night shifts in an onsite environment
Active SC clearance (essential)

Nice to Have

Exposure to second-line support activities
Experience supporting secure or regulated environments
ITIL Foundation (or practical ITIL experience)

How to apply?

Send a CV