1st Line Support Analyst

1st Line Support Analyst – Oxford Location: Oxford Job Type: Permanent Working Pattern: Hybrid Are you an enthusiastic IT professional looking to build your career within a supportive and growing technology team? We’re looking for a 1st Line Support Analyst for a leading financial services client of ours. This is an excellent opportunity for someone with around 1–2 years’ experience in IT support or a service desk environment who wants to develop their technical skills, gain exposure to a broad range of technologies and progress their career. The Role As a 1st Line Support Analyst, you’ll be the first point of contact for IT support across the organisation, providing friendly and professional technical assistance to users. Your responsibilities will include: • Acting as the first point of contact for IT incidents and service requests via phone, email, ITSM portal and in person. • Diagnosing and resolving 1st Line issues across hardware, software, user accounts, Microsoft 365 and standard business applications. • Taking ownership of tickets through to resolution, keeping users updated throughout the process. • Logging, categorising and prioritising incidents and requests accurately. • Managing your workload and support queue to meet agreed SLAs and KPIs. • Escalating more complex issues to 2nd Line teams or external suppliers with clear documentation. • Carrying out routine user administration, access requests and device provisioning. • Supporting new starters and general user onboarding activities. • Maintaining accurate knowledge, asset and support records. • Supporting IT changes, upgrades, deployments and wider technology projects. • Identifying and reporting potential security incidents or risks. • Recognising recurring issues and contributing ideas to improve IT services and the overall user experience. About You We’re looking for someone who is customer-focused, technically curious and keen to develop . You’ll ideally have: • 1–2 years’ experience in a 1st Line Service Desk, IT Support or similar role. • Basic experience with Active Directory , including user and group management. • Hands-on experience using an ITSM platform • Good troubleshooting skills across hardware, software and basic networking. • Experience supporting Microsoft 365 environments. • Excellent attention to detail and the ability to follow established processes. • Good general IT skills, including Excel, and the ability to learn new systems quickly. • The ability to prioritise your workload and work effectively to deadlines. • A genuine interest in technology and a willingness to continue developing your technical knowledge. • A collaborative approach and the ability to work effectively as part of a team. We’re looking for someone with the right attitude, customer focus and desire to learn , who wants to build a long-term career in IT. This is a role where you’ll have the opportunity to develop both technically and professionally within a growing organisation. You’ll receive: • Hybrid working • Flexible working • Training and development to build your technical, commercial and management skills. • Opportunities for career progression within a growing organisation. • A varied role within an experienced and supportive IT team. • Regular employee events If you’re currently working in 1st Line IT Support, Service Desk or IT Helpdesk and are looking for your next opportunity with a company that genuinely invests in its people, we’d love to hear from you. Apply now to find out more.