First Line Support Analyst in Cambridge

HCR Law, Cambridge, United Kingdom – First Line Support Analyst role.

About The Role

We are looking for a quick learner and keen Service Desk Analyst to join the IT team in Cambridge. This junior position suits someone with an interest in IT and a passion for supporting people and delivering excellent customer service.

Main Duties

• Act as the initial contact for all IT–related queries via phone, email, chat, walk‑ups or ticketing system.
• Log, categorise and prioritise incidents and service requests in the IT Service Management tool (ITSM).
• Provide first line diagnosis and resolution for common hardware, software and network issues.
• Escalate unresolved incidents or service request to 2/3rd line for guidance or senior support where necessary.
• Adhere to SLA’s, keeping users updated at all times.
• Leverage internal knowledge base to help users resolve their queries, work to identify new knowledge base articles requirements, any required updates and assist with their completion.
• Installing and configuring operating systems and software.
• Maintaining the existing devices and peripherals to agreed standards by performing upgrades and new installations, as well as carrying out routine procedures.
• Maintaining a safe IT environment.
• Assisting in the compilation and maintenance of an accurate inventory of hardware and software.
• Identify and escalade areas of improvement within the HCR IT space.
• Be visible to the firm by adopting different support approaches such as phone, email, teams and in‑person visits.
• Traveling between HCR offices when necessary.
• Participate in a shifted work pattern and in an out‑of‑hours support rota.

About You

• Passion for supporting people with IT and drive to deliver excellent customer service.
• Collaborating with the different teams.
• A willingness to learn.
• The ability to communicate clearly, concisely, and accurately.
• Innovative thinking and creative problem‑solving skills.
• A proven knowledge of IT hardware, software, and networking fundamentals.
• Experience working with an ITSM system to prioritise workload (preferred).
• Experience within a professional environment in an IT support role (preferred).
• Full UK driving licence (preferred).

Benefits of working with us

• Scottish Widows Pension Scheme
• 28 days annual leave (plus public holidays)
• Bonus scheme
• Healthcare cash plan
• Electric vehicle scheme
• Happy People / Perks at Work benefits portal
• Cycle to Work scheme
• Life Assurance
• 1/3 gym membership contribution
• Flu vaccinations

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