1st line support Work, Jobs in Dudley (with Salaries)

Senior 1st Line Support Analyst
Intercity Technology —Birmingham
- Hybrid work
- Windows
- Communication skills
- Employee assistance programme
IT 1st Line Support Apprentice
QA Apprenticeships —Solihull
- £16,640 a year
- Full-time
- Computer networking
- Work from home
App Support Analyst
TVS Supply Chain Solutions —Birmingham
- £30,000 a year
- Full-time
- Hybrid work
- English
- Bachelor's degree
- No degree
- Free parking
- Health & wellbeing programme
Quick apply
1d
Personal Banker - Wolverhampton
State Bank of India (UK) Limited —Wolverhampton
- Up to £27,000 a year
- Full-time
- Sales
- Customer service
- Basic maths
- Referral programme
Quick apply
Debt caseworker
Citizens Advice —Birmingham
- £28,090 - £32,322 a year
- Hybrid work
- Annual leave
- Flexible schedule
IT Support Apprentice
Epwin Group PLC —Telford
- Full-time
- Management
- Leadership
Quick apply
Operations & Commercial Trainer - Train Drivers
WM Trains —Birmingham
- Full-time
- Driving
- Employee assistance programme
Process Developer
TLT —Birmingham
- Full-time
- Hybrid work
- Azure
- SQL
- JavaScript
Multi Trade Operative
GreenSquareAccord —Walsall
- £32,500 - £34,500 a year
- Maintenance
- Communication skills
- Annual leave
- Employee assistance programme
Quick apply
15h
Apprenticeships at ASSA ABLOY UK
ASSA ABLOY —Willenhall
- Sales
- Business development
- Organisational skills
Trainer - Criminal Investigations
Insolvency Service —Birmingham
- £48,429 a year
- Part-time
- Hybrid work
- Project management
- Education
- Presentation skills
- Annual leave
- Employee assistance programme
8d
Management Trainee - Birmingham
SIXT —Birmingham
- Full-time
- Sales
- Customer service
- English
- Annual leave
- Employee assistance programme
Quick apply
Progression Officer
YMCA Heart of England —Birmingham
- £29,211 a year
- Full-time
- Preschool
- Communication skills
Quick apply
SHS Family Support Practitioner (School Based)
School-Home Support —Birmingham
- £22,274 - £24,796 a year
- Full-time
- Communication skills
- School
- Employee assistance programme
Quick apply
Warehouse Shift Supervisor - PM Shift
Walkers Transport (Group) —Lichfield
- £32,175 a year
- Full-time
- Management
- Forklift
- Supervising experience
- Employee discount
- Life insurance
Quick apply
8h
Early Help Administrator (23405)
Barnardo's —Birmingham
- £10,104.72 - £10,880.22 a year
- Administrative experience
- Annual leave
- Employee assistance programme
3d
IT Service Analyst
Samsic UK —Coventry
- £24,000 - £25,000 a year
- Full-time
- Customer service
- Microsoft Office
- SharePoint
Quick apply
Marcus by Goldman Sachs, Operational Risk Analyst, Analyst, Birmingham
Goldman Sachs —Birmingham
- Full-time
- Presentation skills
- Communication skills
- Banking
- Employee assistance programme
Senior TechOps Generalist
Octopus Energy Group —Coventry
- £65,000 - £90,000 a year
- Full-time
- Hybrid work
- Scripting
- APIs
- IT
Quick apply
Hourly Paid Lecturer in Business Management (Weekday Only)
University of Wales Trinity Saint David —Birmingham
- £43.75 an hour
- Part-time
- University
- Organisational skills
- IT

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Senior 1st Line Support Analyst

Intercity Technology -
Birmingham

Apply Now

Job details

Permanent

Benefits

Company pension
Employee assistance programme

Qualifications

Jira
Driving Licence
SCCM
Windows
Remote access software
IT support
DNS
TeamViewer
ServiceNow
Communication skills
Active Directory
VPN

Full job description

About The Role

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.
Supporting and managing the team
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 as a team leader or of managing within a team
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.

About Us

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.

Apply Now

Refine Your Search

1st line support jobs in dudley

Senior 1st Line Support Analyst

IT 1st Line Support Apprentice

App Support Analyst

Personal Banker - Wolverhampton

Debt caseworker

IT Support Apprentice

Operations & Commercial Trainer - Train Drivers

Process Developer

Multi Trade Operative

Apprenticeships at ASSA ABLOY UK

Trainer - Criminal Investigations

Management Trainee - Birmingham

Progression Officer

SHS Family Support Practitioner (School Based)

Warehouse Shift Supervisor - PM Shift

Early Help Administrator (23405)

IT Service Analyst

Marcus by Goldman Sachs, Operational Risk Analyst, Analyst, Birmingham

Senior TechOps Generalist

Hourly Paid Lecturer in Business Management (Weekday Only)

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