IT Support Analyst (1st & 2nd Line)

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IT Support Analyst (1st & 2nd Line)

Salary: Up to £30,000 + Benefits

Location: UK-based | Remote with occasional London/client visits

Hours: Full-time, 35 hours per week (9am–5pm UK, with flexibility)

The Opportunity

Our client is seeking an IT Support Analyst to join a growing technology team, providing first and second-line support to a diverse client base across the UK, Europe and Canada. This is an excellent opportunity for someone with helpdesk or IT support experience who enjoys problem-solving, working directly with users, and developing their technical skillset.

You’ll act as a key point of contact for end users, supporting the smooth operation of systems and applications, while also gaining exposure to more advanced system configuration and internal products over time.

Key Responsibilities

1st Line Support

• Act as the first point of contact for IT-related issues via phone, email and ticketing systems
• Log, prioritise and track incidents and service requests
• Carry out user account administration and basic system tasks
• Follow documented processes and knowledge base articles
• Escalate complex issues internally when required

2nd Line Support

• Investigate and resolve more complex technical issues
• Carry out root cause analysis and contribute to long-term solutions

Systems & Product Support

• Learn to configure in-house systems to support Level 1 and Level 2 activities
• Work closely with internal teams to improve support processes and system performance

About You

• Experience in a 1st and/or 2nd line IT support or helpdesk role
• Confident using IT service management tools and ticketing systems
• Strong troubleshooting skills with a customer-focused mindset
• Comfortable working independently and as part of a collaborative team
• Good working knowledge of Microsoft Office, particularly Excel

Nice to Have (Not Essential)

• Exposure to technologies such as JavaScript, React, REST APIs or reporting tools
• Experience with Azure or Windows Server environments
• An interest in developing technical skills beyond day-to-day support

What’s on Offer

• Salary up to £30,000
• Predominantly remote working
• Structured learning and progression opportunities
• Supportive team environment with exposure to modern technologies

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