1st Line Support Analyst

Role: 1st Line Service Desk Engineer

Location: Cheltenham (On-site during probation, hybrid thereafter)

Salary: £26,000–£30,000

Benefits: Annual bonus + strong training and certification support

Our client, a leading managed service provider, is hiring a 1st Line Service Desk Engineer to provide high-quality technical support to a diverse customer base. This role offers the opportunity to build your technical skillset in a fast-paced, supportive environment, with clear progression and ongoing development.

What you’ll do

• Act as the first point of contact for IT support queries via phone, email, and ticketing systems
• Diagnose and resolve 1st line issues across desktops, laptops, and user accounts
• Escalate more complex incidents to 2nd/3rd line teams where required
• Manage and update support tickets, ensuring accurate documentation
• Deliver excellent customer service, keeping users informed throughout

You’ll work closely with internal technical teams and external clients to ensure issues are resolved efficiently and to a high standard.

What we’re looking for

• Previous experience in a Service Desk or IT support role
• Strong understanding of Windows environments and Microsoft 365
• Excellent communication and customer service skills
• Ability to prioritise and manage multiple tickets effectively
• A proactive approach and willingness to learn

The ideal candidate will bring a positive, customer-first mindset and enjoy working in a collaborative, fast-paced MSP environment.

Why join?

• Clear progression pathways within a growing organisation
• Funded certifications and ongoing training support
• Hybrid working after probation
• Annual bonus and excellent benefits package

Apply now to develop your IT career within a forward-thinking and supportive team.