Solve problems. Support people. Power great service. Be our next 1st Line Support Analyst!
We’re looking for a customer-focused 1st Line Support Analyst to join our Service Desk team. You’ll be the first point of contact for IT support, helping users resolve issues quickly and keeping their technology running smoothly.
This is a role for someone who enjoys problem solving, helping people, and learning new technology. You’ll diagnose and resolve a wide range of technical issues while delivering an excellent customer experience.
Our Service Desk supports customers 24/7, but this role operates on a 19:00–07:00 4 days on, 4 days off shift pattern as part of the wider team.
About the Role
As a 1st Line Support Analyst, you’ll be the friendly voice and technical support behind every ticket.
You’ll log, investigate, and resolve incidents, keeping users informed and ensuring service levels are met. When issues require deeper investigation, you’ll escalate them to senior engineers with clear documentation and context.
You’ll work with colleagues across the business and support users at every level, from junior staff to senior stakeholders, adapting your communication style to suit.
What You’ll Do as a 1st Line Support Analyst: Provide first-line technical support
Diagnose and resolve basic hardware and software issues across desktops, laptops, and peripherals
Carry out initial network diagnostics for Wi-Fi, VPN, and DNS issues
Support users remotely using tools such as AnyDesk, TeamViewer, and SCCM
Manage incidents and service requests
Log, track, and update tickets in the service desk system
Ensure incidents are handled within agreed service levels
Escalate complex issues to senior engineers when required
Deliver excellent customer service
Communicate clearly with non-technical users via phone, email, and chat
Maintain a professional, friendly, and helpful approach in every interaction
What You’ll Bring Experience & Knowledge
Experience in a 1st Line IT Support or Helpdesk environment (desirable but not essential)
Understanding of IT infrastructure, including desktops, laptops, printers, and networking
Familiarity with Microsoft Windows and Microsoft 365
Exposure to Active Directory (password resets, account management)
Awareness of service desk platforms such as ServiceNow or HaloPSA
Understanding of ITIL principles
Skills
Strong troubleshooting and problem-solving ability
Clear communication with both technical and non-technical users
Ability to prioritise tasks in a fast-paced environment
Comfortable using remote support tools
Qualifications (desirable)
What We Offer:
- 33 days holiday (inclusive of bank holidays), with entitlement increasing by one day for each full calendar year employed, up to a maximum of five days.
- 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.
