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For Companies At a Glance
- Tasks: Provide top-notch IT support and resolve tech issues for users.
- Company: Dynamic professional services organisation with a focus on growth and development.
- Benefits: Hybrid working, flexible hours, and career progression opportunities.
- Why this job: Join a supportive team and kickstart your IT career in a modern environment.
- Qualifications: Experience in 1st Line Support and strong problem-solving skills.
- Other info: Inclusive culture with regular social events and employee recognition.
The predicted salary is between 28800 - 43200 £ per year.
A growing, multi-office professional services organisation is looking to appoint a 1st Line Support Analyst to join its internal IT team based in Oxford. This is a permanent, full-time opportunity offering hybrid working, flexible hours, and excellent long-term development prospects.
The organisation is investing heavily in its people, systems, and technology and offers a supportive, collaborative culture where learning and progression are actively encouraged.
The Role
As a 1st Line Support Analyst, you will act as the first point of contact for IT incidents and service requests, delivering high-quality technical support and customer service to users across the business. Key responsibilities include:
- Acting as the first point of contact for IT incidents and service requests
- Investigating, troubleshooting, and resolving first-line issues across desktops, laptops, mobile devices, and standard business applications
- Handling support requests via phone, email, ITSM portal, and in-person walk-ups
- Accurately logging, categorising, and prioritising tickets within the ITSM system
- Monitoring ticket queues to ensure SLAs and response targets are consistently met
- Escalating complex or unresolved issues to 2nd line or specialist teams with clear documentation
- Delivering clear, friendly, and professional communication, keeping users informed and managing expectations
- Proactively contributing to SLA performance and team KPIs
- Identifying recurring issues and contributing to process and knowledge-base improvements
- Supporting IT changes, upgrades, and wider technology deployments
- Liaising with external suppliers when required
This role is primarily office-based during onboarding, with hybrid working available following successful completion of probation.
What’s On Offer
- Hybrid working (3 days in the office / 2 days from home after probation)
- Flexible working hours around core hours
- A role within a fast-growing organisation with ambitious growth plans
- Exposure to a varied and modern IT environment
- Strong opportunities to build technical capability and progress your career
- A supportive and experienced IT team
- Access to a structured management development programme for future leaders
- Employee recognition awards and long-service awards
- Regular social and company-wide events
About You
This role would suit someone early in their IT support career who enjoys problem-solving, working with people, and delivering great service. You’ll ideally bring:
- Experience in a 1st Line Service Desk or similar IT support role
- Basic Active Directory experience (user and group management)
- Hands-on experience with an ITSM platform (e.g. ServiceNow, Freshservice, Jira Service Management, or similar)
- Solid troubleshooting skills across hardware, software, and basic networking
- Clear and professional written and verbal communication skills
- Strong attention to detail and a methodical approach
- Good IT skills, particularly Excel, and the ability to learn new systems quickly
- A positive, proactive, and customer-focused attitude
- The ability to prioritise effectively and work to tight deadlines
- Enjoyment of team-based working, with the motivation to take ownership of tasks
- Comfort working within defined procedures and quality standards
Diversity & Inclusion
The organisation is committed to creating an inclusive and accessible recruitment process and welcomes applications from individuals of all backgrounds. Reasonable adjustments can be made at any stage of the process to ensure a fair and positive candidate experience.
Right to Work
Please note: UK right to work is required. Sponsorship is not available for this position.
1st Line Support employer: Sammons Recruitment Ltd
Contact Detail:
Sammons Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Support
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend local meetups or online webinars, and connect with current employees at the company you're eyeing. A friendly chat can sometimes lead to insider info or even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions and scenarios related to 1st Line Support. Think about how you'd handle specific IT issues and be ready to showcase your problem-solving skills. We want to see that you can think on your feet!
✨Tip Number 3
Show off your enthusiasm! When you get the chance to speak with potential employers, let your passion for IT support shine through. Share examples of how you've helped others and your eagerness to learn and grow within the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us. Let’s get you that 1st Line Support role!
We think you need these skills to ace 1st Line Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the 1st Line Support role. Highlight any relevant IT support experience, especially with troubleshooting and customer service, to show us you're the right fit.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about IT support and how you can contribute to our team. Share specific examples of how you've solved problems or provided excellent service in the past.
Showcase Your Communication Skills: Since clear communication is key in this role, make sure your application is well-written and free of errors. This will demonstrate your attention to detail and professionalism, which we value highly at StudySmarter.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Sammons Recruitment Ltd
✨Know Your Tech Basics
Brush up on your knowledge of common IT issues, especially those related to desktops, laptops, and mobile devices. Familiarise yourself with basic troubleshooting steps and be ready to discuss your experience with ITSM platforms like ServiceNow or Jira.
✨Practice Your Communication Skills
As a 1st Line Support Analyst, clear communication is key. Practice explaining technical concepts in simple terms. You might even role-play with a friend to simulate handling support requests over the phone or via email.
✨Show Your Problem-Solving Skills
Prepare examples of how you've successfully resolved IT issues in the past. Think about specific incidents where you identified recurring problems and contributed to improvements. This will demonstrate your proactive approach and attention to detail.
✨Understand the Company Culture
Research the organisation's values and culture. Be ready to discuss how you align with their supportive and collaborative environment. Highlight your enthusiasm for learning and progression, as they value employees who are keen to develop their skills.
