First Line Support

First Line Support Assistant Location: Nottingham Salary: Up to £28,000 dependent on experience Hours: 37.5 hours per week (flexible hours) A Nottingham-based organisation is currently seeking a First Line Support Analyst to join it's team. The successful candidate will provide first-line technical assistance, supporting users via phone, email, and live chat. This role requires a strong customer-focused approach, with responsibility for diagnosing and resolving incidents efficiently and professionally, aiming for first-time resolution wherever possible and in line with agreed service level targets. This opportunity would suit a junior IT professional looking to develop their skills, a candidate with relevant IT qualifications seeking hands-on experience, or someone with existing first-line support experience looking to progress. Salary will be dependent on experience. Key Duties and Responsibilities Log, manage, and resolve incidents and service requests in line with internal processes Ensure incidents and requests are handled within agreed service level agreements Deliver a professional, consistent, and high-quality support service Maintain a positive customer experience throughout support hours Use knowledge articles, online resources, and team expertise to achieve first-time fixes where possible Escalate issues to second- and third-line support teams or external providers when required Contribute to the service desk knowledge base, identifying gaps and submitting new or updated documentation About the Candidate Experience in a first-line or relevant roleStrong communication skills with a customer-focused mindset Enthusiastic about developing a careerOrganised, proactive, and able to work effectively in a fast-paced environment This is an excellent opportunity to join an organisation that values development and offers structured training and ongoing support.