At a Glance
- Tasks: Provide first-line IT support and solve tech issues for users.
- Company: Join a people-first tech company focused on innovation and collaboration.
- Benefits: 33 days holiday, annual pay reviews, and a strong focus on personal development.
- Other info: Hybrid role with excellent career growth opportunities and a vibrant social calendar.
- Why this job: Kickstart your IT career and make a real impact in a supportive environment.
- Qualifications: Basic IT knowledge and a passion for helping others.
The predicted salary is between 31500 - 38500 £ per year.
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.
This is a hybrid role, with 3 days per week on-site at our Meppershall office after completion of your training.
Shifts are worked across weekends and bank holiday and cover 7am - 4pm and 10am - 7pm once training is complete.
Key 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 (e. g. Any Desk, Team Viewer, 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, Service Now, 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 4 or above)
- 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
- Comp TIA A+ or Microsoft Technology Associate certification (desirable)
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 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
- 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'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.
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1st Line Service Desk Analyst (Days) in Meppershall employer: Intercity
Intercity is an excellent employer, offering a supportive work culture that prioritises employee development and growth. With generous benefits such as 33 days of holiday and annual pay reviews, our team in Meppershall thrives in an environment that values collaboration and innovation, making it a rewarding place for those passionate about IT support.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Service Desk Analyst (Days) in Meppershall
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Intercity. 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 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 1st Line Service Desk Analyst (Days) in Meppershall
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:Your cover letter is your chance to shine! Tell us why you want to work at Intercity 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!
How to prepare for a job interview at Intercity
✨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.
