IT Support Analyst

Location: Oxfordshire
Our client, a growing accountancy and professional services firm with offices across Central and Southern England is

seeking a 1st Line Support Analyst, based in their offices just outside of Central Oxford.

This is a hybrid working role with flexibility around working hours.

This is a great opportunity for someone who enjoys problem-solving, providing excellent service, and developing their technical skills.

The Role

In this role, you will be the first point of contact for all IT-related queries.

Your responsibilities will include:

Investigating and resolving first-line technical issues with desktops, laptops, mobiles, and standard business applications
Handling support requests via phone, email, ITSM portal, and walk-ups
Logging, categorising, and prioritising tickets accurately in the ITSM tool
Monitoring ticket queues to ensure SLAs and response times are met
Escalating complex issues to 2nd Line or specialist teams when needed
Providing clear, friendly, and professional communication to users
Contributing to process improvements and knowledge articles
Supporting IT changes, upgrades, and technology rollouts
Liaising with external suppliers when required

About You

You will be:

Experienced in a 1st Line Service Desk or similar support role
Familiar with Active Directory (user and group management)
Experienced with an ITSM platform such as Fresh service, Service Now, or Jira
Able to troubleshoot hardware, software, and basic network issues
A strong communicator, both verbally and in writing
Confident using Excel  This is a fantastic opportunity to join a business that is on a strong growth trajectory and who offers exceptional career development and support