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.