Technical Support Analyst Level 1

Technical Support Analyst Tier 1

Location: Somerset / Hybrid

Hours: 37.5 per week, two shifts: 08:30-17:00 / 10:00-18:30

Overview:

Our client is seeking a Tier 1 Technical Support Analyst to join their busy service desk team. This role involves providing first-line IT support across multiple sites, resolving tickets efficiently, and maintaining excellent customer service. The successful candidate will also assist with user training, process documentation, and occasional onsite support.

Key Responsibilities:

• Act as first point of contact via phone, email, or chat.

   

• Log, assign, and resolve support tickets, escalating where appropriate.

   

• Provide support across Microsoft 365, workstations, servers, printers, networks, and vendor applications.

   

• Carry out daily system checks and asset management tasks.

   

• Contribute to knowledge base documentation and process improvements.

   

• Undertake training to build technical skills and certifications.

   

What they're  looking for:

• GCSEs (including Maths and English) or equivalent.

   

• Previous experience in customer service or a technical support environment.

   

• Knowledge of IT systems, ticketing tools, and service desk operations.

   

• Strong communication skills and a collaborative, team-focused approach.

   

Desirable:

• A-levels, BTEC, or IT-related qualifications.

   

• Microsoft 365 administration knowledge.

   

• Experience within a managed service provider (MSP).