Job Description
1st Line Support Analyst required by market leading, award winning, professional services organisation based in Salisbury. This is an excellent opportunity for someone with a passion for technology and customer service to develop their skills within a supportive environment, acting as the first point of contact for IT support across the business.
The Role
Working as part of a collaborative IT team and reporting to the IT Director, you will provide front-line support to users, ensuring issues are logged, diagnosed, and resolved efficiently.
Key responsibilities include:
* Acting as the first point of contact for all IT support queries
* Logging, categorising, troubleshooting, and resolving technical issues
* Escalating more complex problems to 2nd line support where required
* Supporting a range of applications, including Microsoft 365 and other business systems
* Assisting with hardware and software installations, configurations, and upgrades
* Contributing to IT projects, including system upgrades and new implementations
* Delivering a high level of customer service with a positive and proactive approach
This is a user-facing role, requiring strong communication skills and a professional, approachable manner.
About You
* Previous experience in an IT support or helpdesk environment is desirable
* Good working knowledge of Windows 10/11 and Microsoft 365 (Word, Outlook, Excel, PowerPoint)
* Basic understanding of networking and desktop hardware
* Awareness of cyber security best practices
* Strong problem-solving skills and attention to detail
* Excellent communication skills, with the ability to explain technical issues to non-technical users
* A positive, team-oriented attitude with the ability to work independently
Working Pattern
* Monday to Friday, 9:00am – 5:00pm (35-hour week)
* Fully onsite in Salisbury (5 days per week)
* Occasional travel to a secondary UK office may be required
* Some out-of-hours work for upgrades or critical support
Benefits
* Annual bonus
* Private medical insurance (BUPA)
* Competitive pension scheme
* 25 days annual leave
* Additional travel-related benefit (e.g. train/parking support)