1st Line Support Analyst
Job in
City, Vale of Glamorgan, Wales, UK
Listed on 2026-02-10
Listing for:
Big Red Recruitment Midlands Limited
Full Time
position Listed on 2026-02-10
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support, Technical Support, Systems Administrator
Job Description & How to Apply Below
We're working with a well-established, people-first organisation to recruit a 1st Line Support Analyst into a highly regarded IT support team. This is a 1st line role supporting around 1200 users, with a strong emphasis on customer service, process, and getting things right first time.
You'll be joining a stable, collaborative service desk where quality matters, ITIL is lived (not just talked about), and security standards are taken seriously.
What you'll be doing -
- Providing 1st line support via ticketing system, email, phone calls and face-to-face
- Supporting new starters and day-to-day user issues
- Working with Microsoft 365, Intune, Entra , Exchange, and Defender
- Triage, troubleshoot and escalate tickets appropriately to 2nd line where needed
- Contributing to internal knowledge base and continuous improvement activities within the team
- Supporting users across laptops, mobiles, tablets, and remote devices
- Microsoft-first environment (Hybrid Azure / on-prem)
- Intune, Defender, M365, AD & Entra
- Cyber Essentials Plus certified, security-driven culture
- Structured ITIL-based service desk
- Experience working within a 1st line or service desk environment
- Experience working within a charity or not-for-profit environment may be beneficial
- Strong Microsoft 365 and Windows support experience
- Confident communicator with a genuine "people" mindset
- Calm under pressure and comfortable supporting senior stakeholders
- Technically curious, able to ask the right questions to gauge full understanding of technical issues for resolution or escalation
- Permanent opportunity
- Birmingham based office, with on-site working
- On-site parking
- Shift rotation of 8am-4pm or 9am-5pm. You must be able to work both shift patterns
- 25 days holiday (rising to 30 with continued service) + bank holidays, pension up to 8% matched, medical health cashback scheme
- Employer will pay for one annual subscription to a professional body.
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