At a Glance
- Tasks: Support the Service Desk team and improve ticket quality while providing hands-on technical support.
- Company: Join a dynamic IT company focused on excellence and teamwork.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Opportunity to mentor junior analysts and drive improvements in service quality.
- Why this job: Step up your career and make a real impact in IT support.
- Qualifications: Strong 1st line support experience and excellent communication skills.
The predicted salary is between 30000 - 40000 £ per year.
Step up.
Take ownership.
Raise the standard.
Were looking for a Senior 1st Line Support Analyst to join our Service Desk team.
This isnt just about logging tickets.
Youll 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.
Youll still be hands-on with technical support, but youll also be the person people turn to when things need escalating, sense-checking, or doing properly.
If youre already a strong 1st line analyst and ready to step up, this is your move.
Key Responsibilities as a Senior 1st
- Line
- Support
Analyst: 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.
