1st Line IT Support Analyst

Provide first-line technical support to end users, ensuring the timely resolution of routine IT incidents and service requests. Support desktop hardware, software, user accounts and standard business applications while delivering excellent customer service and maintaining agreed service levels. This role includes a structured development plan (see below) to progress into a full 1st & 2nd Line Support Technician position.

Key Responsibilities

1st Line Support

• Act as the first point of contact for IT support requests via phone, email, and ticketing system.
• Log, prioritise, and manage incidents and service requests.
• Resolve common hardware, software, and accountrelated issues.
• Reset passwords and unlock user accounts.
• Install standard software and configure user devices.
• Escalate unresolved or complex issues to 2nd line engineers with clear, accurate detail.
• Keep users informed of ticket progress.
• Maintain accurate documentation within the service desk system.
• Monitor patch management tools.

Essential Skills

• Windows 10/11 user level troubleshooting
• Microsoft 365 basic administration (password resets, mailbox access, Teams/OneDrive support)
• Active Directory basic user/account administration (with guidance)
• Hardware diagnostics (desktops, laptops, printers, peripherals)
• Remote support tools
• ITSM/ticketing systems
• Excellent troubleshooting skills
• Strong communication and customer service

Experience

• 02 years' experience in an IT Service Desk, helpdesk or desktop support environment (or equivalent training/placement experience).
• Some exposure to supporting Windows desktop environments.
• Awareness of Microsoft 365 in a business setting.
• Interest in working towards ITILaligned service management practices.

Desirable Qualifications

• CompTIA A+
• CompTIA IT Fundamentals (ITF+)
• Microsoft 365 Certified: Fundamentals (MS900)

Personal Attributes
Strong analytical and problemsolving skills.
Excellent communication skills.
Customerfocused approach.
Ability to prioritise workload.
Ability to work independently and as part of a team.
Genuine enthusiasm for learning and developing technical skills.
Positive, proactive attitude.

Typical Technologies Supported

Windows 10/11
Microsoft 365
Microsoft Teams
Active Directory (basic/guided)
OneDrive & SharePoint Online
Standard business hardware and peripherals

Development Plan: 1st Line to 2nd Line

This role is designed as a genuine growth path, not just an entry point. Progress is supported through structured shadowing, training and regular review - not left to chance.