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- 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 excellent career growth and a structured ITIL-based environment.
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 in Birmingham 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 in Birmingham
✨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 interview.
✨Tip Number 3
Brush up on your technical knowledge, especially around Microsoft 365 and ITIL processes. Being able to speak confidently about these topics will show that you're serious about the role and ready to hit the ground running.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace 1st Line Support Analyst in Birmingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your 1st line support experience and any relevant technical skills, especially with Microsoft 365 and ITIL practices.
Craft a Compelling Cover Letter: Use your cover letter to showcase your passion for customer service and your ability to work under pressure. Mention specific examples of how you've successfully supported users in the past to demonstrate your fit for the role.
Showcase Your Communication Skills: Since this role requires strong communication, make sure your application is clear and concise. Use a friendly tone that reflects your 'people' mindset, as we value genuine interactions with our users.
Apply Through Our Website: We encourage you to apply directly through our website. This way, you can ensure your application reaches us quickly and you'll have access to all the latest updates about the recruitment process.
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 kept users happy, as this will highlight your people-first mindset.
✨Practice Calm Communication
In a support role, you'll often be dealing with stressed users. Practise staying calm and communicating clearly under pressure. You might even want to role-play common scenarios with a friend to get comfortable with handling tricky situations.
✨Demonstrate Your Curiosity
Being technically curious is key for this position. Prepare questions that show your eagerness to learn more about the systems and processes in place. This not only demonstrates your interest but also your proactive approach to problem-solving.
