Step up. Take ownership. Raise the standard.
If you’re already a strong 1st Line Support Analyst and ready to step up, this is your move. We’re looking for a Senior 1st Line Support Analyst to join our Service Desk team.
This isn’t just about logging tickets. You’ll play a key role in how the 1st Line function runs day to day, supporting the Team Lead, improving ticket quality, and helping other analysts develop.
You’ll still be hands-on with technical support, but you’ll also be the person people turn to when things need escalating, sense-checking, or doing properly.
Our team provides 24/7 support to our customers and we work across 2 shift patterns, 07:00 – 16:00 and 10:00 – 19:00
This role is based in our Meppershall office (near Bedford), we offer hybrid working. A driving licence is required.
Key Responsibilities as a Senior 1st Line Support Analyst:
- Support the day-to-day running of the 1st Line Service Desk alongside the Team Lead.
- Act as the first point of contact for IT support queries across a range of clients.
- Diagnose and resolve hardware, software, and basic network issues.
- Accurately log, manage, and close tickets within agreed SLA’s.
- Manage escalations from 1st Line analysts, ensuring quality and completeness.
- Improve ticket standards across the team – clear updates, strong troubleshooting, correct categorisation.
- Provide guidance, support, and on-the-job training to junior analysts.
- Challenge unnecessary escalations and drive first-time resolution.
- Communicate clearly with users at all levels, adapting your approach where needed.
What We’re Looking For:
- Previous experience in a 1st line IT support or service desk environment.
- Strong working knowledge of Windows OS and Microsoft 365.
- Experience with Active Directory (user admin, password resets).
- Understanding of networking fundamentals (Wi-Fi, VPN, DNS).
- Experience using service desk tools such as ServiceNow, Freshdesk, or Jira.
- Comfortable using remote support tools (e.g. TeamViewer, AnyDesk, SCCM).
- Confidence in reviewing ticket quality and supporting others to improve.
- Strong communication skills and a calm, structured approach under pressure.
Skills & Competencies:
- Strong problem-solving ability with a proactive mindset.
- Highly organised with good time management.
- Confident supporting and guiding others.
- Comfortable working in a fast-paced, SLA-driven environment.
- Willing to learn, develop, and step into greater responsibility.
What We Offer:
- 33 days holiday (including bank holidays), increasing with service.
- Annual pay reviews.
- Holiday buy scheme.
- All-company bonus scheme.
- Death in service cover.
- Employee assistance programme.
- Company pension.
- Active social calendar.
- A strong focus on developing our people.
Intercity Technology provides reliable and secure technologies in communications, cloud, and managed services, with a big difference – Intercity is a technology solutions partner that isn’t all about tech. It’s about a great bunch of people combining their passion, expertise, and dedication to deliver extraordinary results for businesses.
Our vision is to be the best technology partner to work for and with – we are really proud of our achievements so far:
- Customer Net Promoter Score of +92
- Gold Award Investors in People Accreditation
- Employer of the Year 2025 - British Business Excellence Award
- Gold Eco Vadis rating - Among the Top 3% of Companies for Sustainability Performance
We select candidates with the right skills, experience, and values to join us and selection is based on a fair and equal process. We’re proud to be committed to equal opportunities and welcome all applications. As a specialist in secure technology solutions, all successful candidates will be subject to pre-employment checks, so we can ensure compliance with our ISO27001 (Information Security) and Cyber Essentials Plus certifications. We are committed to using any personal information you may give us in a secure and proper manner, for more information please see our privacy policy on our website.
