First Line Support

First Line Analyst

5 Month Contract – inside IR35 – £18 per hour

Active SC Clearance is essential

Location: Central Milton Keynes

A Security Cleared (Minimum SC) First Line Analyst is required to join a Second Line Service Desk team supporting delivery of a 24/7 x 365 service working in rotating Early, Mid, Late shifts to cover 7am – 7pm.

You will provide technical support and service delivery to this organisations customers who are typically central Government or Law enforcement.

You will be responsible for Incident investigation and resolution, request fulfilment, assisting problem investigations, identifying and generating support documentation, and technical coaching to users, ensuring adherence to agreed standards and procedures.

• Essential Skills and Experience: Experience working for a Managed Service Provider (MSP) and familiarity with managing support contracts and SLAs.
• Strong knowledge of common desktop operating systems (Windows, MacOS) and mobile devices (iOS, Android).
• Basic networking knowledge to assist with issue troubleshooting (TCP/IP, DNS, DHCP, VPN).
• Experience with IT service management (ITSM) tools and ticketing systems.
• Excellent communication skills, with the ability to clearly explain technical issues to non-technical users.
• Strong problem-solving and troubleshooting abilities, with a methodical and patient approach to resolving issues.
• Ability to manage and prioritise multiple tasks effectively in a fast-paced environment.
• A commitment to providing excellent customer service and support.

Desirable Skills:

• IT certifications such as ITIL Foundation, CompTIA A+, or equivalent.
• Experience with remote desktop support tools (e.g., TeamViewer, Remote Desktop, SimpleHelp).
• Knowledge of IT security practices and security frameworks.
• Experience with Active Directory and user account management.
• Microsoft 365 administration experience.
• SharePoint 365 experience