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For Companies At a Glance
- Tasks: Provide first-line IT support and solve tech issues for users.
- Company: Join a people-first organisation with a strong focus on technology.
- Benefits: 33 days holiday, annual pay reviews, and a company bonus scheme.
- Why this job: Kickstart your IT career and make a real impact in a supportive team.
- Qualifications: Basic IT knowledge and a passion for helping others.
- Other info: Dynamic work environment with excellent growth opportunities.
The predicted salary is between 30000 - 42000 £ per year.
Overview
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.
Responsibilities
- 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 (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
Qualifications
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)
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 Intercity
Intercity Technology provides reliable and secure technologies in communications, cloud, and managed services. It’s about a great bunch of people combining their passion, expertise, and dedication to deliver extraordinary results for businesses.
We are an equal opportunities employer and welcome all applications. As a specialist in secure technology solutions, all successful candidates will be subject to pre-employment checks to ensure compliance with ISO27001 (Information Security) and Cyber Essentials Plus certifications. We are committed to handling your personal information securely; for more details please see our privacy policy on our website.
Job Details
- Seniority level: Not Applicable
- Employment type: Full-time
- Job function: Customer Service
- 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
Get to know the company culture! Before your interview, check out their website and social media. Understanding their values and mission can help you tailor your responses and show that you're a great fit for their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of a mirror. This will help you articulate your thoughts clearly and boost your confidence when it’s time to shine.
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss specific examples where you've tackled challenges in the past. Employers love to see how you approach issues, especially in a tech support role.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email. It shows your appreciation and keeps you fresh in their minds. Plus, it’s a great chance to reiterate your enthusiasm for the role!
We think you need these skills to ace 1st Line Support Analyst
Some tips for your application 🫡
Show Your Passion for Tech: When you're writing your application, let your enthusiasm for technology shine through! We want to see that you’re not just looking for any job, but that you’re genuinely excited about starting your career as a 1st Line Support Analyst.
Highlight Your Problem-Solving Skills: Make sure to mention any experiences where you've tackled tech issues or helped others solve problems. We love candidates who can think logically and stay calm under pressure, so share those stories!
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to match the job description. We appreciate when applicants show they understand what we’re looking for in a 1st Line Support Analyst.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it’s super easy!
How to prepare for a job interview at Intercity
✨Know Your Tech Basics
Brush up on your understanding of IT infrastructure, especially desktops, laptops, and networking. Familiarity with Microsoft Windows OS and Microsoft 365 applications will give you a solid foundation to tackle technical questions during the interview.
✨Practice Problem-Solving Scenarios
Prepare for common support scenarios you might face as a 1st Line Support Analyst. Think through how you would approach troubleshooting hardware or software issues, and be ready to explain your thought process clearly and calmly.
✨Show Off Your Communication Skills
Since you'll be the first point of contact for users, practice communicating technical information in a simple, professional manner. Role-play with a friend or family member to get comfortable explaining solutions to non-technical people.
✨Demonstrate Your Eagerness to Learn
Express your passion for technology and your willingness to learn new skills. Mention any relevant certifications like CompTIA A+ or Microsoft Technology Associate, and share examples of how you've proactively sought out knowledge in the past.