Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide 1st line IT support to 1200 users via various channels.
- Company: Join a people-first organisation with a strong focus on quality and collaboration.
- Benefits: Enjoy 25 days holiday, pension contributions, and health cashback scheme.
- Why this job: Make a real difference in a supportive team while enhancing your tech skills.
- Qualifications: Experience in 1st line support and strong Microsoft 365 knowledge required.
- Other info: Permanent role with flexible shifts and excellent career growth opportunities.
The predicted salary is between 30000 - 42000 £ per year.
We're working with a well-established, people-first organisation to recruit a 1st Line Support Analyst into a highly regarded IT support team. This is a 1st line role supporting around 1200 users, with a strong emphasis on customer service, process, and getting things right first time.
You’ll be joining a stable, collaborative service desk where quality matters, ITIL is lived (not just talked about), and security standards are taken seriously.
What you’ll be doing:
- Providing 1st line support via ticketing system, email, phone calls and face-to-face
- Supporting new starters and day-to-day user issues
- Working with Microsoft 365, Intune, Entra ID, Exchange, and Defender
- Triage, troubleshoot and escalate tickets appropriately to 2nd line where needed
- Contributing to internal knowledge base and continuous improvement activities within the team
- Supporting users across laptops, mobiles, tablets, and remote devices
Technical environment:
- Microsoft-first environment (Hybrid Azure / on-prem)
- Intune, Defender, M365, AD & Entra
- Cyber Essentials Plus certified, security-driven culture
- Structured ITIL-based service desk
What we’re looking for:
- Experience working within a 1st line or service desk environment
- Experience working within a charity or not-for-profit environment may be beneficial
- Strong Microsoft 365 and Windows support experience
- Confident communicator with a genuine "people" mindset
- Calm under pressure and comfortable supporting senior stakeholders
- Technically curious, able to ask the right questions to gauge full understanding of technical issues for resolution or escalation
About the role:
- Permanent opportunity
- Birmingham based office, with on-site working
- On-site parking
- Shift rotation of 8am-4pm or 9am-5pm. You must be able to work both shift patterns
- 25 days holiday (rising to 30 with continued service) + bank holidays, pension up to 8% matched, medical health cashback scheme
- Employer will pay for one annual subscription to a professional body
1st Line Support Analyst employer: Big Red Recruitment Midlands Limited
Contact Detail:
Big Red Recruitment Midlands Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Support Analyst
✨Tip Number 1
Get to know the company culture before your interview. Research their values and how they treat their employees. This will help you tailor your answers and show that you're a great fit for their people-first approach.
✨Tip Number 2
Practice your customer service skills! Since this role is all about supporting users, think of examples where you've gone above and beyond to help someone. Be ready to share these stories during your chat with them.
✨Tip Number 3
Brush up on your technical knowledge, especially around Microsoft 365 and ITIL processes. They’ll likely ask you about your experience with these tools, so being confident in your answers will really help you stand out.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace 1st Line Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of 1st Line Support Analyst. Highlight your experience in IT support, especially with Microsoft 365 and customer service. We want to see how you fit into our people-first culture!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for IT support and how you’ve tackled challenges in previous roles. Let us know why you’re excited about joining our collaborative service desk.
Showcase Your Communication Skills: As a 1st Line Support Analyst, communication is key. Use clear and concise language in your application. We want to see that you can explain technical issues simply and effectively, just like you would with our users.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Big Red Recruitment Midlands Limited
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Intune, and other tools mentioned in the job description. Be ready to discuss how you've used these technologies in past roles, as this will show your technical competence and readiness for the role.
✨Showcase Your Customer Service Skills
Since this role emphasises customer service, prepare examples of how you've successfully supported users in previous positions. Think about specific situations where you resolved issues effectively and maintained a positive attitude, even under pressure.
✨Familiarise Yourself with ITIL Practices
As the company values ITIL practices, it’s crucial to understand the basics of ITIL and how it applies to service desk operations. Be prepared to discuss how you’ve implemented or followed ITIL processes in your previous roles to enhance service delivery.
✨Ask Insightful Questions
During the interview, don’t hesitate to ask questions that demonstrate your curiosity and understanding of the role. Inquire about the team dynamics, ongoing projects, or how they measure success in their support services. This shows you're genuinely interested and engaged.
