Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide top-notch IT support via phone, email, and face-to-face interactions.
- Company: Join Sense, a leading organisation supporting individuals with complex disabilities and deafblindness.
- Benefits: Enjoy flexible working, excellent training, a pension scheme, and generous annual leave.
- Why this job: Make a real impact while developing your skills in a supportive and diverse environment.
- Qualifications: A Level 3 qualification in ICT or equivalent, plus previous IT support experience required.
- Other info: This is a full-time role based in Selly Oak, Birmingham.
The predicted salary is between 28800 - 43200 £ per year.
Sense is recruiting for a 1st Line IT Analyst to join our successful ICT team. This is a full-time role, working 37.5 hours per week at our office in Selly Oak, Birmingham.
In this role, you will provide excellent IT support and customer service via phone, email, and face-to-face, acting as the first point of contact for Sense employees and volunteers. This role will include:
- Providing support and fault resolution, including password resets, account unlocks, hardware and software installation, updates from third parties, and assisting users with knowledge queries.
- Ensuring all IT requests are recorded, categorized, and updated in accordance with targets and procedures.
- Identifying recurring issues to be fed back to the manager for long-term fixes to reduce impact on the service desk.
Key skills and experience
- A Level 3 qualification in ICT or an equivalent professional qualification.
- Previous IT support experience, either in a previous role or through completed learning.
- Experience installing and supporting ICT hardware, including PCs, printers, and mobiles.
- Strong understanding of current Microsoft Windows desktop and server operating systems, and Office packages.
About Sense: Sense supports everyone living with complex disabilities and those who are deafblind. We aim to help people communicate and experience the world. We believe no one, regardless of their disabilities, should be isolated or unable to fulfill their potential. Sense is proud to be a diverse and supportive employer.
Working at Sense can be incredibly rewarding. We offer opportunities to develop skills, knowledge, and careers in a flexible environment. We also provide excellent training, a Group Personal Pension scheme, and a generous annual leave entitlement.
1st Line IT Analyst employer: Sense
Contact Detail:
Sense Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line IT Analyst
✨Tip Number 1
Familiarise yourself with the specific IT systems and software used by Sense. Research their current technology stack and any recent updates or changes to their systems, as this knowledge will help you stand out during interviews.
✨Tip Number 2
Practice your customer service skills, as this role heavily relies on effective communication. Consider role-playing common IT support scenarios with a friend to enhance your ability to handle various user queries confidently.
✨Tip Number 3
Network with current or former employees of Sense through platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your application process.
✨Tip Number 4
Prepare to discuss your previous IT support experiences in detail. Be ready to share specific examples of how you've resolved issues, as this will demonstrate your problem-solving skills and readiness for the role.
We think you need these skills to ace 1st Line IT Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant IT support experience and qualifications. Emphasise your Level 3 qualification in ICT and any previous roles that involved customer service or technical support.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for IT support and your understanding of the role at Sense. Mention specific skills like fault resolution, hardware installation, and your ability to communicate effectively with users.
Highlight Relevant Skills: In your application, clearly outline your experience with Microsoft Windows operating systems and Office packages. Provide examples of how you've successfully resolved IT issues in the past.
Follow Application Instructions: Ensure you follow all application instructions provided by Sense. This includes submitting your application through our website and ensuring all required documents are included and formatted correctly.
How to prepare for a job interview at Sense
✨Showcase Your IT Knowledge
Make sure to brush up on your understanding of Microsoft Windows desktop and server operating systems, as well as Office packages. Be prepared to discuss specific experiences where you've installed or supported ICT hardware, like PCs and printers.
✨Demonstrate Customer Service Skills
Since this role involves providing support via phone, email, and face-to-face, think of examples where you've delivered excellent customer service. Highlight your ability to communicate clearly and effectively, especially in stressful situations.
✨Prepare for Common IT Scenarios
Anticipate questions related to common IT issues, such as password resets and account unlocks. Practise explaining how you would approach these problems step-by-step, showcasing your problem-solving skills.
✨Understand the Company’s Mission
Familiarise yourself with Sense's mission to support individuals with complex disabilities. Being able to articulate how your values align with theirs can demonstrate your commitment to the role and the organisation.
