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 requiredThis 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 standardsDiversity & 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.
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