First Line Support
IT First Line Support Analyst (Contract - Nights)
Location: Bristol area
Shift Pattern: Nights (shifts between 19:00-07:00)
Clearance: Active SC (essential)
Start: January 2026
Overview
We are supporting a secure, high-availability IT environment and are looking for a First Line Support Analyst to join an established Service Desk team providing out-of-hours operational support.
This role is the first point of contact for IT incidents and service requests, with responsibility for accurate logging, first-time resolution where possible, and effective escalation within agreed SLAs. While primarily first line, the role includes light second-line responsibilities depending on experience.
Training will be provided, and attitude, reliability, and communication skills are as important as technical capability.
Key Responsibilities
- Act as the first point of contact for IT incidents and service requests
- Accurately log, categorise, and prioritise incidents
- Resolve issues at first contact where possible
- Escalate incidents to appropriate resolver groups in line with SLAs
- Provide clear communication and updates to users
- Support a secure, shift-based service desk operation
- Work collaboratively within a small, experienced team
Required Skills & Experience
- Experience in an IT Service Desk/First Line Support role
- Familiarity with incident logging and ticketing systems
- Good understanding of common hardware and software issues
- Strong customer service and communication skills
- Comfortable working night shifts in an onsite environment
- Active SC clearance (essential)
Nice to Have
- Exposure to second-line support activities
- Experience supporting secure or regulated environments
- ITIL Foundation (or practical ITIL experience)
How to apply?
Send a CV