Location: Bristol Job Type: Contract Industry: Cloud & Infrastructure Job reference: BBBH430111_1767368681 Posted: about 8 hours ago
IT First Line Support Analyst (Contract - Nights)
Location: Bristol area
Shift Pattern: Nights (shifts between 19:00-07:00)
Clearance: Active SC (essential)
Start: January 2026
Overview
We are supporting a secure, high-availability IT environment and are looking for a First Line Support Analyst to join an established Service Desk team providing out-of-hours operational support.
This role is the first point of contact for IT incidents and service requests, with responsibility for accurate logging, first-time resolution where possible, and effective escalation within agreed SLAs. While primarily first line, the role includes light second-line responsibilities depending on experience.
Training will be provided, and attitude, reliability, and communication skills are as important as technical capability.
Key Responsibilities
1. Act as the first point of contact for IT incidents and service requests
2. Accurately log, categorise, and prioritise incidents
3. Resolve issues at first contact where possible
4. Escalate incidents to appropriate resolver groups in line with SLAs
5. Provide clear communication and updates to users
6. Support a secure, shift-based service desk operation
7. Work collaboratively within a small, experienced team
Required Skills & Experience
8. Experience in an IT Service Desk / First Line Support role
9. Familiarity with incident logging and ticketing systems
10. Good understanding of common hardware and software issues
11. Strong customer service and communication skills
12. Comfortable working night shifts in an onsite environment
13. Active SC clearance (essential)
Nice to Have
14. Exposure to second-line support activities
15. Experience supporting secure or regulated environments
16. ITIL Foundation (or practical ITIL experience)
How to apply?
Send a CV