At a Glance
- Tasks: Lead the 1st Line Service Desk, support analysts, and resolve IT queries.
- Company: Join Intercity Technology, a top-rated tech solutions partner with a people-first approach.
- Benefits: Enjoy 33 days holiday, annual pay reviews, and a vibrant social calendar.
- Other info: Be part of a company recognised for its commitment to people and sustainability.
- Why this job: Step up your career in a dynamic environment with real impact on tech support.
- Qualifications: Experience in 1st line support, strong IT skills, and excellent communication.
The predicted salary is between 40000 - 45000 £ per year.
Step up. Take ownership. Raise the standard. We are looking for a Senior 1st Line Support Analyst to join our Service Desk team. This isn't just about logging tickets. You'll play a key role in how the 1st Line function runs day to day, supporting the Team Lead, improving ticket quality, and helping other analysts develop. You'll still be hands-on with technical support, but you'll also be the person people turn to when things need escalating, sense-checking, or doing properly. If you're already a strong 1st line analyst and ready to step up, this is your move.
Key Responsibilities:
- Support the day-to-day running of the 1st Line Service Desk alongside the Team Lead.
- Act as the first point of contact for IT support queries across a range of clients.
- Diagnose and resolve hardware, software, and basic network issues.
- Accurately log, manage, and close tickets within agreed SLAs.
- Manage escalations from 1st Line analysts, ensuring quality and completeness.
- Improve ticket standards across the team: clear updates, strong troubleshooting, correct categorisation.
- Provide guidance, support, and on-the-job training to junior analysts.
- Challenge unnecessary escalations and drive first-time resolution.
- Communicate clearly with users at all levels, adapting your approach where needed.
What We Are Looking For:
- Previous experience in a 1st line IT support or service desk environment.
- Strong working knowledge of Windows OS and Microsoft 365.
- Experience with Active Directory (user admin, password resets).
- Understanding of networking fundamentals (Wi-Fi, VPN, DNS).
- Experience using service desk tools such as ServiceNow, Freshdesk, or Jira.
- Comfortable using remote support tools (e.g. TeamViewer, AnyDesk, SCCM).
- Confidence in reviewing ticket quality and supporting others to improve.
- Strong communication skills and a calm, structured approach under pressure.
Skills & Competencies:
- Strong problem-solving ability with a proactive mindset.
- Highly organised with good time management.
- Confident supporting and guiding others.
- Comfortable working in a fast-paced, SLA-driven environment.
- Willing to learn, develop, and step into greater responsibility.
What We Offer:
- 33 days holiday (including bank holidays), increasing with service.
- 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, with a big difference. 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. Our vision is to be the best technology partner to work for and with; we are really proud of our achievements so far: Customer Net Promoter Score of +92, Gold Award Investors in People Accreditation, Employer of the Year 2025 - British Business Excellence Award, Gold Eco Vadis rating - Among the Top 3% of Companies for Sustainability Performance.
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. We are committed to using any personal information you may give us in a secure and proper manner, for more information please see our privacy policy on our website.
Senior 1st Line Support Analyst in Shefford employer: Intercity Technology Limited
Intercity Technology is an exceptional employer that prioritises employee development and well-being, offering a generous benefits package including 33 days of holiday, annual pay reviews, and a strong focus on personal growth. With a vibrant work culture that values teamwork and innovation, employees are encouraged to take ownership and challenge themselves in a supportive environment. Located in a dynamic sector, this role not only provides hands-on technical experience but also the opportunity to mentor and lead others, making it a rewarding place for those looking to advance their careers.
Contact Details:
Intercity Technology Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior 1st Line Support Analyst in Shefford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Intercity Technology Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Intercity Technology Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior 1st Line Support Analyst in Shefford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Intercity Technology Limited:Your cover letter is your chance to shine! Tell us why you want to work at Intercity Technology Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Intercity Technology Limited!
How to prepare for a job interview at Intercity Technology Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
