1st Line Service Desk Analyst in Shefford

We’re looking for a customer-focused 1st Line Support Analyst to join our Service Desk team. You’ll 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’ll 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.

As a 1st Line Support Analyst, you’ll be the friendly voice and technical support behind every ticket. You’ll log, investigate, and resolve incidents, keeping users informed and ensuring service levels are met. When issues require deeper investigation, you’ll escalate them to senior engineers with clear documentation and context. You’ll 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’ll 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’ll 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.

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. We select candidates with the right skills, experience, and values to join us and selection is based on a fair and equal process. We’re proud to be committed to equal opportunities and welcome all applications.