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- Tasks: Provide first-line technical support and resolve IT issues for users.
- Company: Join Intercity Technology, a leading tech solutions partner with a people-first approach.
- Benefits: Enjoy 33 days holiday, annual pay reviews, and a company bonus scheme.
- Other info: Dynamic work environment with a focus on personal development and career growth.
- Why this job: Be the friendly voice behind tech support and make a real difference for users.
- Qualifications: Experience in IT support is a plus; strong problem-solving and communication skills are essential.
The predicted salary is between 25000 - 30000 £ per year.
Be our next 1st Line Support Analyst! We are looking for a customer-focused 1st Line Support Analyst to join our Service Desk team. You will be the first point of contact for IT support, helping users resolve issues quickly and keeping their technology running smoothly. This is a role for someone who enjoys problem solving, helping people, and learning new technology. You will diagnose and resolve a wide range of technical issues while delivering an excellent customer experience.
Our Service Desk supports customers 24/7, but this role operates on a 19:00-07:00, 4 days on, 4 days off shift pattern as part of the wider team.
About the Role
As a 1st Line Support Analyst, you will be the friendly voice and technical support behind every ticket. You will log, investigate, and resolve incidents, keeping users informed and ensuring service levels are met. When issues require deeper investigation, you will escalate them to senior engineers with clear documentation and context. You will work with colleagues across the business and support users at every level, from junior staff to senior stakeholders, adapting your communication style to suit.
What You Will Do as a 1st Line Support Analyst:
- Provide first-line technical support
- Diagnose and resolve basic hardware and software issues across desktops, laptops, and peripherals
- Carry out initial network diagnostics for Wi-Fi, VPN, and DNS issues
- Support users remotely using tools such as AnyDesk, TeamViewer, and SCCM
- Manage incidents and service requests
- Log, track, and update tickets in the service desk system
- Ensure incidents are handled within agreed service levels
- Escalate complex issues to senior engineers when required
- Deliver excellent customer service
- Communicate clearly with non-technical users via phone, email, and chat
- Maintain a professional, friendly, and helpful approach in every interaction
What You Will Bring
Experience & Knowledge
- Experience in a 1st Line IT Support or Helpdesk environment (desirable but not essential)
- Understanding of IT infrastructure, including desktops, laptops, printers, and networking
- Familiarity with Microsoft Windows and Microsoft 365
- Exposure to Active Directory (password resets, account management)
- Awareness of service desk platforms such as ServiceNow or HaloPSA
- Understanding of ITIL principles
Skills
- Strong troubleshooting and problem-solving ability
- Clear communication with both technical and non-technical users
- Ability to prioritise tasks in a fast-paced environment
- Comfortable using remote support tools
Qualifications (desirable)
- GCSE Maths and English (Grade C or above)
- CompTIA A+
- Microsoft Technology Associate
- ITIL v4 Foundation
What We Offer:
- 33 days holiday (inclusive of bank holidays), with entitlement increasing by one day for each full calendar year employed, up to a maximum of five days.
- Annual pay reviews.
- Holiday buy scheme.
- All-company bonus scheme.
- Death in service cover.
- Employee assistance programme.
- Company pension.
- Active social calendar.
- A strong focus on developing our people.
About The Company
Intercity Technology provides reliable and secure technologies in communications, cloud, and managed services. Intercity is a technology solutions partner that isn't all about tech. It's about a great bunch of people combining their passion, expertise, and dedication to deliver extraordinary results for businesses.
We select candidates with the right skills, experience, and values to join us and selection is based on a fair and equal process. We are proud to be committed to equal opportunities and welcome all applications. As a specialist in secure technology solutions, all successful candidates will be subject to pre-employment checks, so we can ensure compliance with our ISO27001 (Information Security) and Cyber Essentials Plus certifications.
1st Line Service Desk Analyst in Shefford employer: Intercity Technology Limited
Contact Detail:
Intercity Technology Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Service Desk Analyst in Shefford
✨Tip Number 1
Get to know the company inside out! Research Intercity Technology and understand their values, services, and culture. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be diagnosing and resolving issues, try simulating common IT problems with friends or family. This will boost your confidence and prepare you for real-life scenarios during interviews.
✨Tip Number 3
Brush up on your communication skills! As a 1st Line Support Analyst, you'll need to explain technical issues to non-technical users. Practise breaking down complex concepts into simple terms to ensure everyone understands.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining our team. Don’t miss out on this opportunity!
We think you need these skills to ace 1st Line Service Desk Analyst in Shefford
Some tips for your application 🫡
Show Your Problem-Solving Skills: In your application, highlight any experiences where you've solved technical issues or helped others. We love candidates who can demonstrate their knack for troubleshooting and providing great service!
Tailor Your Application: Make sure to customise your CV and cover letter to reflect the skills and experiences mentioned in the job description. We want to see how you fit into our team and what you can bring to the table!
Keep It Clear and Concise: When writing your application, be straightforward and to the point. Use clear language that showcases your communication skills, as this is key for a role like 1st Line Support Analyst.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Intercity Technology Limited
✨Know Your Tech Basics
Brush up on your understanding of common hardware and software issues. Familiarise yourself with troubleshooting steps for desktops, laptops, and peripherals, as well as basic network diagnostics. This will help you answer questions confidently and demonstrate your problem-solving skills.
✨Practice Clear Communication
Since you'll be dealing with both technical and non-technical users, practice explaining complex concepts in simple terms. Role-play with a friend or family member to get comfortable with this. Remember, clarity is key to delivering excellent customer service!
✨Familiarise Yourself with Tools
Get to know remote support tools like AnyDesk and TeamViewer, as well as service desk platforms such as ServiceNow. If possible, try out these tools beforehand so you can speak about them during the interview. Showing familiarity with the tools will set you apart from other candidates.
✨Show Your Customer Focus
Prepare examples of how you've provided great customer service in the past. Think about times when you went above and beyond to help someone solve a problem. This will highlight your commitment to delivering an excellent experience, which is crucial for a 1st Line Support Analyst.