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- Tasks: Provide first-line IT support, troubleshoot issues, and manage service requests.
- Company: Join a leading organisation in Coalville focused on excellent service delivery.
- Benefits: Enjoy a competitive salary, Monday to Friday hours, and a supportive team environment.
- Why this job: Perfect for tech enthusiasts wanting to grow in a fast-paced, customer-focused role.
- Qualifications: Recent experience in IT support, strong communication skills, and a proactive attitude required.
- Other info: Must be local to Coalville and eligible to work in the UK.
The predicted salary is between 24000 - 36000 £ per year.
1st Line IT Support Analyst – Fixed-Term Contract
Location: Bardon Hill, Coalville, Leicestershire (Onsite)
Contract: Type: 9-Month FTC
Salary: £30,000
Working Hours: Monday-Friday, 9am-5pm
Are you a confident, customer-focused IT support professional based in or around Coalville? We\’re working with a leading organisation to find a proactive 1st Line Support Analyst to join their team on a 9-month fixed-term contract.
This is an onsite role supporting internal users across the business, with a focus on phone-based troubleshooting and excellent service delivery. You\’ll be the first point of contact for IT issues, logging and resolving incidents, and escalating where necessary.
What You\’ll Be Doing:
- Acting as the first line of support for internal users, primarily via inbound calls.
- Logging and managing incidents and service requests using ServiceNow.
- Troubleshooting desktop issues (Windows 10 and onwards), software installations, and network printers.
- Supporting mobile devices (iOS/Android) and understanding basic network/WAN/LAN technologies.
- Provisioning user accounts in Active Directory, email systems, and other internal platforms.
- Escalating tickets where required and monitoring third-party responses.
What We\’re Looking For:
- Recent experience in a service desk or IT support role (phone-based support essential).
- Strong communication skills and confidence dealing with users of all technical levels.
- A proactive, professional attitude with the ability to manage and prioritise multiple incidents.
- Technical understanding of PC hardware, software installations, and mobile device support.
- Familiarity with tools like ServiceNow, Active Directory, and ghost imaging (preferred).
- Excellent customer service mindset and team-player mentality.
Additional Info:
- You must be based locally in or around Coalville, as this is a fully onsite role.
- Must have the right to work in the UK and be able to pass BPSS vetting checks.
- The position is ideal for someone who thrives in a fast-paced service desk environment and is looking to build on their experience with a reputable organisation.
If this sounds like a good fit, we\’d love to hear from you. Apply now and one of our team will be in touch with you to discuss the role in more detail.
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1st Line Service Desk Analyst employer: The One Group
Contact Detail:
The One Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the tools mentioned in the job description, like ServiceNow and Active Directory. Having hands-on experience or even a basic understanding of these platforms can give you an edge during the interview.
✨Tip Number 2
Brush up on your troubleshooting skills, especially for Windows 10 and mobile devices. Be prepared to discuss specific scenarios where you've successfully resolved issues, as this will demonstrate your practical knowledge.
✨Tip Number 3
Since this role involves a lot of phone-based support, practice your communication skills. Try role-playing common IT support scenarios with a friend to build your confidence in explaining technical issues clearly.
✨Tip Number 4
Research the company and its culture before the interview. Understanding their values and how they approach customer service can help you tailor your responses and show that you're a good fit for their team.
We think you need these skills to ace 1st Line Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly any phone-based roles. Emphasise your technical skills with Windows 10, ServiceNow, and mobile device support.
Craft a Strong Cover Letter: Write a cover letter that showcases your customer service mindset and proactive attitude. Mention specific examples of how you've successfully resolved IT issues in the past.
Highlight Relevant Skills: In your application, clearly outline your communication skills and ability to manage multiple incidents. Mention any familiarity with Active Directory and troubleshooting techniques.
Proofread Your Application: Before submitting, double-check your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at The One Group
✨Showcase Your Customer Service Skills
As a 1st Line Service Desk Analyst, you'll be the first point of contact for users. Make sure to highlight your previous experience in customer service and how you've effectively resolved issues while maintaining a positive attitude.
✨Familiarise Yourself with Relevant Tools
Since the role involves using ServiceNow and Active Directory, it’s beneficial to brush up on these tools before the interview. Be prepared to discuss any relevant experience you have with them and how you can leverage these tools to improve service delivery.
✨Demonstrate Technical Knowledge
You should be ready to talk about your understanding of desktop troubleshooting, software installations, and mobile device support. Consider preparing examples of past incidents you've resolved that showcase your technical skills.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving abilities. Think of specific situations where you had to manage multiple incidents or escalate issues, and be ready to explain your thought process and actions taken.
