Our client, a growing accountancy and professional services firm with offices across Central and Southern England is seeking a 1st Line Support Analyst, based in their offices just outside of Central Oxford.
This is a hybrid working role with flexibility around working hours.
This is a great opportunity for someone who enjoys problem-solving, providing excellent service, and developing their technical skills.
The Role
In this role, you will be the first point of contact for all IT-related queries.
Your responsibilities will include :
* Investigating and resolving first-line technical issues with desktops, laptops, mobiles, and standard business applications
* Handling support requests via phone, email, ITSM portal, and walk-ups
* Logging, categorising, and prioritising tickets accurately in the ITSM tool
* Monitoring ticket queues to ensure SLAs and response times are met
* Escalating complex issues to 2nd Line or specialist teams when needed
* Providing clear, friendly, and professional communication to users
* Contributing to process improvements and knowledge articles
* Supporting IT changes, upgrades, and technology rollouts
* Liaising with external suppliers when required
About You
You will be :
* Experienced in a 1st Line Service Desk or similar support role
* Familiar with Active Directory (user and group management)
* Experienced with an ITSM platform such as Freshservice, ServiceNow, or Jira
* Able to troubleshoot hardware, software, and basic network issues
* A strong communicator, both verbally and in writing
* Confident using Excel
This is a fantastic opportunity to join a business that is on a strong growth trajectory and who offers exceptional career development and support.
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