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 ...