Support Analyst, Service Desk, 1St Line

Support Analyst, Service Desk, 1st line, COR7684

A 1st line Support Analyst opportunity has arisen with a well-regarded professional services organisation, offering a varied and hands-on role within a friendly, collaborative IT team. Could this be the role that takes your technical support career to the next level?

The Role

The 1st line Support Analyst will serve as the first point of contact for IT queries and incidents, handling requests received by phone, email, portal, and in person. Day to day, you'll diagnose and resolve issues across devices, user accounts, M365, and core business applications, while keeping accurate records and ensuring users are kept informed throughout. You'll also carry out user administration, device provisioning, and access management, contribute to IT projects and rollouts, and flag any potential security concerns promptly. Escalation to second-line teams where needed will be handled professionally and with thorough supporting documentation.

The Company

This is a permanent position within the IT team of an established and growing accountancy practice based in Central and Southern England. The organisation has ambitious expansion plans and prides itself on a genuinely inclusive, people-first culture built around collaboration, innovation, and mutual respect. With multiple offices across the region, the business is known for investing in its staff through structured development programmes and ongoing training.

What experience does the 1st line Support Analyst need?

• Existing commercial experience of working in a service desk or comparable IT support environment, with a solid grounding in hardware, software, and basic network troubleshooting
• Familiarity with Active Directory covering user and group administration, plus practical exposure to at least one ITSM platform such as Freshservice, ServiceNow, or Jira Service Management
• Strong written and verbal communication skills, a sharp eye for detail, and the confidence to manage user expectations calmly and professionally
• A proactive, team-oriented approach with the ability to juggle competing priorities, adhere to agreed processes, and travel to other office locations when required

Benefits

• Hybrid (3 days in the office and 2 at home) and flexible working arrangements, with core hours of 10am to 4pm, available following the probationary period
• 25 days annual leave with the option to buy or sell up to five days, flexible bank holidays, a dedicated wellbeing day, and additional leave tied to length of service
• Access to an Employee Assistance Programme including round-the-clock online GP consultations, mental health support, and a wellbeing platform offering confidential one-to-one sessions
• A broader package including a health cash plan, electric vehicle and cycle to work schemes, pension salary sacrifice, enhanced family leave, referral bonuses, and retail discounts

Support Analyst, Service Desk, 1st line

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