Senior 1st Line Support Analyst

About The Role

Step up. Take ownership. Raise the standard.

If you’re already a strong 1st Line Support Analyst and ready to step up, this is your move. We’re looking for a Senior 1st Line Support Analyst to join our Service Desk team.

This isn’t just about logging tickets. You’ll play a key role in how the 1st Line function runs day to day, supporting the Team Lead, improving ticket quality, and helping other analysts develop.

You’ll still be hands‑on with technical support, but you’ll also be the person people turn to when things need escalating, sense‑checking, or doing properly.

Our team provides 24/7 support to our customers and we work across 2 shift patterns, 07:00 – 16:00 and 10:00 – 19:00.

This role is based in our Meppershall office (near Bedford), we offer hybrid working. A driving licence is required.

• Support the day‑to‑day running of the 1st Line Service Desk alongside the Team Lead.
• Act as the first point of contact for IT support queries across a range of clients.
• Diagnose and resolve hardware, software, and basic network issues.
• Accurately log, manage, and close tickets within agreed SLA’s.
• Manage escalations from 1st Line analysts, ensuring quality and completeness.
• Improve ticket standards across the team – clear updates, strong troubleshooting, correct categorisation.
• Provide guidance, support, and on‑the‑job training to junior analysts.
• Challenge unnecessary escalations and drive first‑time resolution.
• Communicate clearly with users at all levels, adapting your approach where needed.

• Previous experience in a 1st line IT support or service desk environment.
• Strong working knowledge of Windows OS and Microsoft 365.
• Experience with Active Directory (user admin, password resets).
• Understanding of networking fundamentals (Wi‑Fi, VPN, DNS).
• Experience using service desk tools such as Service Now, Freshdesk, or Jira.
• Comfortable using remote support tools (e.g. Team Viewer, Any Desk, SCCM).
• Confidence in reviewing ticket quality and supporting others to improve.
• Strong communication skills and a calm, structured approach under pressure.

• Strong problem‑solving ability with a proactive mindset.
• Highly organised with good time management.
• Confident supporting and guiding others.
• Comfortable working in a fast‑paced, SLA‑driven environment.
• Willing to learn, develop, and step into greater responsibility.

• 33 days holiday (including bank holidays), increasing with service.
• Annual pay reviews.
• Holiday buy scheme.
• All-company bonus scheme.
• Death in service cover.
• Employee assistance programme.
• Company pension.
• Active social calendar.
• A strong focus on developing our people.

We select candidates with the right skills, experience, and values to join us and selection is based on a fair and equal process. We’re proud to be committed to equal opportunities and welcome all applications. All successful candidates will be subject to pre‑employment checks.