Information Technology Help Desk Support

1st Line Support Analyst | Oxford area | Hybrid working

We are working with a growing Top 35 professional services and accountancy firm who is looking to hire a 1st Line Support Analyst to join their Oxford team.

This is a permanent, full-time role offering hybrid and flexible working, with excellent opportunities for technical development and career progression. Applicants should be from the immediate area.

You’ll be the first point of contact for IT support across the business, providing friendly and effective technical assistance to users.

Key responsibilities include:

• Resolving 1st line issues across hardware, software, Microsoft 365 and user accounts
• Managing IT tickets from logging through to resolution
• Supporting Active Directory, access requests and device provisioning
• Prioritising incidents against SLAs and escalating more complex issues
• Supporting IT upgrades, deployments and wider technology projects
• Maintaining accurate IT records and identifying service improvements
• Reporting potential security incidents or risks

• Good experience in 1st Line IT Support or a Service Desk role, ideally in a professional services/ accounting firm
• Basic Active Directory experience
• Experience with an ITSM platform such as Service Now, Fresh service or Jira
• Good troubleshooting skills across hardware, software and basic networking
• Strong communication and customer service skills
• Excellent attention to detail and organisational skills
• Good Excel skills and the ability to learn new systems quickly
• A proactive, positive and collaborative approach