First Line IT Support Analyst

First Line IT Support Analyst – Overview

An opportunity has arisen for a First Line analyst to join a Service Desk team for one of our prestigious customers. The role will focus on providing a top‑class service as a first point of contact for anyone with IT related issues, covering the hours of 7am to 7pm, Monday to Friday, with varying shift patterns. The primary duties include receiving and accurately logging incidents, then providing resolution wherever possible or passing them to the most appropriate technical team for resolution within agreed SLAs.

Although this is a First Line Analyst role, there may also be 2nd line aspects.

Based on the customer site in Milton Keynes or Nottingham, you will be working in a small team. Prior technical knowledge of hardware and software is an advantage, but not vital as training is given to the successful applicant. Attitude and aptitude are as important as technical skills. The team has a wide range of experience with ages, so we welcome applications from people beginning their IT career and also more experienced service desk professionals.

This role is a 12‑month fixed term contract and will require you to pass SC Clearance.

• Capture customer details and the issue description into a call‑management application, then provide additional information about possible next steps to the caller
• Resolve incidents remotely where possible and update colleagues on any undocumented fixes
• Distribute incidents and requests to other support teams
• Provide ticket updates to the customer
• Perform additional troubleshooting if tickets are missing information
• Escalate incidents where the customer calls to chase or where progress is slow
• Monitor Service‑Desk ticket queues, ensuring that all tickets are fully updated and are processed appropriately
• Establish and maintain high levels of communication with customers and staff
• Analyse and investigate customer issues and requests, provide appropriate support and guidance with further troubleshooting if necessary
• Update and create knowledge articles while archiving legacy documents which are no longer needed

• Either currently hold SC clearance or have the ability to go through this process
• Be able to attend the customer site 5 days per week in Nottingham or Milton Keynes; remote working is not currently available
• Experience of working in a 1st/2nd line environment is preferred, but not vital
• Can confidently take ownership of an incident and recommend fixes or areas of investigation to ensure it reaches a satisfactory resolution
• Ability to work well in a team and to support team members
• Good troubleshooting skills

Associate

Contract – 12‑month fixed term