At a Glance
- Tasks: Provide first-line IT support and resolve technical issues for users.
- Company: Join Shaw Gibbs, a top 35 accountancy practice with a supportive culture.
- Benefits: Enjoy hybrid working, flexible hours, and a competitive benefits package.
- Other info: Diverse and inclusive workplace with excellent career progression opportunities.
- Why this job: Be part of a growing team and enhance your tech skills while making an impact.
- Qualifications: 1-2 years in IT support, strong troubleshooting skills, and a proactive attitude.
The predicted salary is between 40500 - 49500 £ per year.
- Description
- 1st Line Support Analyst
- Oxford
Shaw Gibbs is a growing top 35 accountancy practice who provide expert solutions for entrepreneurial businesses and private individuals in Central and Southern England.
Shaw Gibbs invest in their teams of high-quality specialists who work with the best-in-breed technology to create value for our clients which exceeds expectation.
Our culture is very important to us and is based on our company values of expert, respectful, innovative and collaborative .
We develop high performing teams diverse in experiences, backgrounds and ideas.
As a growing company, there are plenty of opportunities for development and quick progression.
Our practice is known for having a friendly and supportive team culture where everyone receives training and development to increase their technical knowledge and their commercial and management skills.
We put our people first and are constantly looking for ways to improve our people experience.
With respectful as one of our values, we are committed to creating an inclusive culture that respects, values and celebrates cultural and individual differences.
We have several offices in Central and Southern England and have ambitious plans to expand our business.
- To support the organisation’s growth, we have created a new opportunity for a
- 1st Line Support Analyst to join our
- Oxford
IT team. This is a permanent full-time role with hybrid and flexible working options (flexing your hours on different days to suit your lifestyle).
The Role
Your key responsibilities will include
- Acting as the first point of contact for IT incidents and service requests received by phone, email, the ITSM portal or in person.
- Diagnosing and resolving first-line issues across devices, user accounts, Microsoft 365 and standard business applications.
- Owning tickets through to resolution, maintaining accurate records and keeping users informed.
- Logging, categorising and prioritising requests accurately, following agreed SOPs, processes, policies and security controls.
- Managing support queues and workload to meet SLAs, response targets and team KPIs.
- Escalating complex issues to second-line teams or suppliers, with clear supporting documentation.
- Completing routine user administration, access requests and device provisioning using approved procedures.
- Providing friendly, professional support while managing expectations and confirming resolution.
- Maintaining knowledge and asset records and suggesting improvements based on recurring issues and feedback.
- Supporting IT changes, upgrades, deployments and wider technology projects.
- Identifying and reporting potential security incidents or risks promptly.
- What we can offer you
- Hybrid working after successful completion of your probationary period (three days in the office and two days at home)
- Flexible working (flexing your hours around the core working hours of 10am to 4pm)
- Joining a fast-growing company with exciting growth plans ahead
- Exposure to a wide range of clients across many industries
- Plenty of opportunity to increase your technical knowledge and skills
- A varied role within a talented and experienced team
- Entry onto our next Management Development Programme – a bespoke programme aimed at developing and enhancing leadership potential for existing and aspiring managers
- ERIC internal recognition awards – monthly recognition awards that celebrate those who champion the Shaw Gibbs values
- Regular employee events including a company-wide summer party
• A competitive benefits package, including
- A 25-day core holiday allowance plus other holiday-related benefits, such as: Holiday trading (the ability to buy or sell up to 5 days holiday per year), flexible bank holidays (the ability to flex your bank holidays to a day that suits you best) and additional holiday with service
- A dedicated “Wellbeing Day” – an additional day off per year to focus on your wellbeing
- Employee Assistant Programme (EAP) which includes access to 24/7 online GP consultations, 2nd medical opinions and mental health first aiders present in every office
- Access to MYNDUP – a wellbeing support platform which offers confidential 1-to-1 sessions with therapists, counsellors, psychologists, and coaches
- Shaw Gibbs Rewards – access to discounts on a wide range of retailers
- Health Cash Plan – money back on routine health appointments
- Electric Vehicles Salary Sacrifice Scheme
- Client and employee referral bonuses
- Pension Salary Sacrifice Scheme
- Death in Service Life Assurance
- Enhanced family leave policies
- Bus pass discounts and loans
- Cycle to Work Scheme
- Long service awards
About You
- 1-2 years’ experience in a 1st Line Service Desk or similar support role.
- Basic Active Directory experience including user and group management.
- Hands-on experience with at least one ITSM platform (e. g., Freshservice, Service Now, Jira Service Management).
- Strong troubleshooting ability covering hardware, software, and basic network issues.
- Clear and professional communication skills, both written and verbal
- Exceptional attention to detail
- Strong IT skills, specifically Excel and able to pick up new IT packages very quickly
- A positive, confident and proactive attitude
- Create a positive impression with clients and staff
- Ability to prioritise and meet tight timeframes with high quality output
- Enjoy working as part of a team and self-motivated
- Able to work within procedures on job aspects which will deal with facts, standards and quality
- A willingness to travel across the Shaw Gibbs Group offices
- Diversity, equality and inclusion
Shaw Gibbs is an inclusive employer and we are committed to providing equal opportunities to all candidates by ensuring a comfortable and accessible interview experience.
We understand that some individuals may have specific needs or require accommodation/adjustments during the recruitment process.
If you require any adjustments to ensure your recruitment experience with Shaw Gibbs is as inclusive and accessible as possible, please let us know at your earliest convenience via the application form or via an email to recruitment@shawgibbs. com.
We believe that diversity makes Shaw Gibbs a stronger firm and we look to employ people with different ideas, styles and skillsets.
This diversity stimulates a rich, creative environment – one in which our people develop, and our clients enjoy enduring results.
We’re committed to recruiting, promoting and rewarding our people solely based on their ability to contribute to Shaw Gibbs’ goals, without regard to their sex, gender, race, disability, religion, national origin, ethnicity, sexual orientation, age or marital status.
Right to work
Unfortunately, for this role we are unable to offer sponsorship for visas/work permits, so you will need to have full right to work in the UK.
Your application will be automatically rejected if you do not have full right to work.
1st Line Support Analyst in Oxford employer: Shaw Gibbs
Shaw Gibbs is an exceptional employer that fosters a collaborative and inclusive work culture, offering hybrid and flexible working arrangements to support a healthy work-life balance. Employees benefit from extensive professional development opportunities, including access to a bespoke Management Development Programme and regular recognition awards, all while being part of a fast-growing company with ambitious plans. With a strong commitment to employee wellbeing and a competitive benefits package, Shaw Gibbs provides a rewarding environment for those looking to make a meaningful impact in the field of risk and compliance.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Analyst in Oxford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Shaw Gibbs. 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 Shaw Gibbs 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 Support Analyst in Oxford
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 Shaw Gibbs:Your cover letter is your chance to shine! Tell us why you want to work at Shaw Gibbs 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 Shaw Gibbs!
How to prepare for a job interview at Shaw Gibbs
✨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.
