1st Line Support Analyst

1st Line / Application  Support Analyst

• Location: Windsor
• Salary: £24,000 - £26,000

We are seeking a motivated 1st Line Support Analyst to join our clients dynamic support team. Reporting to the Support Manager, you will serve as the first point of contact for our external client base, providing high-quality technical support and ensuring that incidents are logged, investigated, and resolved in accordance with agreed service levels.

Day-to-day of the role:

• Provide first-line support to clients, resolving operational, configuration, and system-related issues.
• Log, manage, and progress incidents in line with agreed support processes and SLAs.
• Perform initial diagnostics on technical issues and escalate to 2nd Line Support or Development teams as necessary.
• Support the testing, validation, and release of software updates and system enhancements.
• Assist with the configuration, maintenance, and monitoring of both cloud and on-premises company infrastructure.
• Proactively identify recurring issues and contribute to their permanent resolution.
• Maintain accurate documentation, knowledge articles, and support records.
• Identify opportunities for continuous improvement in support processes, system stability, and client satisfaction.
• Build and maintain strong working relationships with clients and internal stakeholders.

Required Skills & Qualifications:

• Strong communication and customer service skills.
• Solid foundation in IT support with an understanding of quality, security, and data protection standards.
• Proactive approach with a willingness to learn and a commitment to delivering an excellent client support experience.
•  Application Exposure to database administration, system integration, or release management activities is beneficial.
• Previous client-facing experience in a technical support or service desk role.
• Experience diagnosing and resolving application or system issues in a production environment.
• A university degree in Computer Science, or proven industry experience in a comparable role.
• Familiarity with Microsoft Windows, Office applications, and general IT systems.

If you are interested in this position, please apply online or for more information, please contact me on