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- Tasks: Provide first-line IT support and resolve technical issues for users.
- Company: Intercity Technology is a leading provider of secure tech solutions, focused on people and results.
- Benefits: Enjoy 33 days holiday, annual pay reviews, and a vibrant social calendar.
- Why this job: Kickstart your IT career in a supportive environment with opportunities to learn and grow.
- Qualifications: GCSE Maths and English (Grade C or above) preferred; tech certifications are a plus.
- Other info: Join a top-rated company with a strong commitment to employee development and equal opportunities.
The predicted salary is between 24000 - 36000 ÂŁ per year.
Intercity Meppershall, England, United Kingdom
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Intercity Meppershall, England, United Kingdom
Join to apply for the 1st Line Support Analyst role at Intercity
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About The Role
Launch Your IT Career as a 1st Line Support Analyst!
We’re looking for a proactive and customer-focused 1st Line Support Analyst to join our high-performing IT Service Desk team. If you\’re passionate about technology, love solving problems, and want to build a career in a people-first organisation, this is your chance to make a real impact.
About The Role
Launch Your IT Career as a 1st Line Support Analyst!
We’re looking for a proactive and customer-focused 1st Line Support Analyst to join our high-performing IT Service Desk team. If you\’re passionate about technology, love solving problems, and want to build a career in a people-first organisation, this is your chance to make a real impact.
As a 1st Line Support Analyst, you’ll be the first point of contact for IT support queries, helping users across the business stay connected, productive, and secure. You’ll work with a wide range of technologies and gain hands-on experience in a fast-paced, service-driven environment.
We’re looking for someone who’s eager to learn, thrives on helping others, and brings a calm, solutions-focused approach to every challenge.
Key Responsibilities As a 1st Line Support Analyst
- Provide first-line technical support for hardware, software, and network issues
- Log, manage, and resolve support tickets using service desk tools such as HALO
- Use remote access tools (e.g. AnyDesk, TeamViewer, SCCM) to troubleshoot and resolve issues
- Communicate clearly and professionally with users at all levels of the business
- Escalate complex issues to senior team members with accurate documentation
- Maintain up-to-date and accurate records of all support interactions
- Support the wider IT team in delivering a high-quality, customer-centric service
Experience And Knowledge
- Basic understanding of IT infrastructure including desktops, laptops, printers, and networking
- Familiarity with Microsoft Windows OS and Microsoft 365 applications
- Exposure to Active Directory (e.g. password resets, user account creation)
- Experience using service desk platforms such as HALO, ServiceNow, or Freshdesk
- Awareness of cyber security best practices and data protection standards (e.g. GDPR)
- Previous experience in a 1st line support or helpdesk environment (desirable but not essential)
Qualifications And Desirable Skills
- GCSE Maths and English (Grade C or above)
- CompTIA A+ or Microsoft Technology Associate certification (desirable)
- Logical thinker with strong problem-solving skills
- Excellent communication and customer service abilities
- Willingness to learn and develop technical knowledge
- Ability to prioritise tasks and remain calm under pressure
- Team player with a proactive, can-do attitude
What We Offer
- 33 days holiday (inclusive of bank holidays), plus your entitlement will increase by one day for each full calendar year you are 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 You
About Us
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
- 3-star “World Class” Best Companies accreditation, and for 2022, 2023, and 2024:
- The no. 1 best telecoms company to work for
- 9th best mid-sized company in the UK to work for!
- 7th best company in the West-Midlands to work for!
- Platinum Eco Vadis rating
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. 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.
Seniority level
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Seniority level
Entry level
Employment type
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Employment type
Full-time
Job function
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Job function
Customer Service
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Industries
IT Services and IT Consulting
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1st Line Support Analyst employer: Intercity
Contact Detail:
Intercity Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Support Analyst
✨Tip Number 1
Familiarise yourself with the technologies mentioned in the job description, such as Microsoft Windows OS and Microsoft 365 applications. Having a solid understanding of these tools will not only boost your confidence but also help you answer technical questions during the interview.
✨Tip Number 2
Practice your communication skills, as you'll need to interact with users at all levels. Consider role-playing scenarios where you explain technical issues in simple terms, which will demonstrate your ability to convey information clearly and effectively.
✨Tip Number 3
Research common IT support issues and their solutions. Being able to discuss real-world examples of how you've resolved similar problems can set you apart from other candidates and show your proactive approach to learning.
✨Tip Number 4
Network with current or former employees of Intercity or similar companies. They can provide valuable insights into the company culture and expectations, which can help you tailor your responses during the interview process.
We think you need these skills to ace 1st Line Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the 1st Line Support Analyst role. Emphasise your problem-solving abilities, customer service experience, and any technical knowledge you possess.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and your eagerness to learn. Mention specific examples of how you've helped others in previous roles or situations, demonstrating your proactive and customer-focused approach.
Highlight Relevant Skills: In your application, clearly outline your understanding of IT infrastructure, familiarity with Microsoft Windows OS, and any experience with service desk platforms. This will show that you have the foundational knowledge needed for the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a support role.
How to prepare for a job interview at Intercity
✨Show Your Passion for Technology
Make sure to express your enthusiasm for technology during the interview. Talk about any personal projects or experiences that demonstrate your interest in IT, as this will resonate well with the interviewers at Intercity.
✨Demonstrate Problem-Solving Skills
Prepare to discuss specific examples of how you've solved technical issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your logical thinking and problem-solving abilities.
✨Communicate Clearly and Professionally
Since you'll be the first point of contact for IT support, it's crucial to showcase your communication skills. Practice explaining technical concepts in simple terms, as this will help you connect with users at all levels of the business.
✨Familiarise Yourself with Relevant Tools
Research and understand the service desk tools mentioned in the job description, such as HALO or ServiceNow. Being knowledgeable about these platforms will show your readiness to hit the ground running and contribute effectively from day one.