IT Support Analyst - 1st line (telephone)
Join a busy technical environment where your support, initiative and customer focus will help keep the business connected, productive and ready for action.
Purpose & Scope of the Role
As an IT Support Analyst, you will join our telephone team providing first line IT support to our colleagues across the UK. This is an office-based role for someone who enjoys being close to the business, resolving issues quickly and improving the day-to-day technology experience for end users.
Your Impact in this position
You will be part of a telephone team delivering fast, effective support across hardware, software, printers, network connectivity and meeting room technology. You will be part of a larger IT team of 20 people in the UK with support, career advancement and team collaboration available to you. This is a great opportunity for someone with excellent customer service experience (in a phone environment) with a keen interest in IT or for an IT professional looking to join an organisation where progression and training is available.
Core Capabilities
- Customer Focus: Provide a professional, friendly and responsive service via the telephone that gives users confidence in IT support.
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Remote Troubleshooting: Guiding users through solutions over the phone, utilizing remote desktop tools to resolve system or application issues
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Service Desk Collaboration: Work closely with the wider team to manage tickets, update records accurately and escalate where needed.
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Ownership and Proactivity: Spot recurring issues, suggest improvements and take responsibility for keeping service levels high.
Skills, Qualifications And Experience
Strong communication skills and a customer-first approach. Experience in a first line IT support would be advantageous. Will be confident working independently, prioritising workload and supporting users in a busy office environment.
Working Environment
This is a fully office-based role in our Birmingham office. The role is best suited to someone who enjoys being present on site, working closely with colleagues and responding to business needs in a flexible, hands-on way.
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Why join Tetra Tech?
Tetra Tech is a leading provider of consulting and engineering services working across the full project lifecycle worldwide. We have a wide range of expertise across our teams, providing a global support network with a personalised approach to client relationships to better understand where we can add value. We provide a collaborative environment that supports individual performance, innovation, and creativity.
We support public and private sector clients on local, national, and international projects to deliver sustainable and resilient solutions. Our operations in the UK, Ireland, and the Netherlands include more than 6,000 employees who are Leading with Science® to solve our clients’ most complex problems.
In alignment with the Equality Act 2010, we will make reasonable adjustments to support candidates and employees requiring additional arrangements. This could include adaptations to work schedules, training approaches, or the physical workspace. Please inform us if you need any accommodations during the recruitment process or in your day-to-day role.
Recruitment Agencies
We have a Preferred Supplier List of trusted partners to assist us when required and do not acknowledge any speculative CVs or unsolicited candidate introductions from agencies not on this list and any submitted will be taken as a gift. Please refer to the careers page on our website if you require any further information.
