Information Technology Support Analyst

2 days ago

Oxford, Oxfordshire, United Kingdom CBSbutler Full time £20,000 - £40,000 per year

Our client, a growing accountancy and professional services firm with offices across Central and Southern England is seeking a
1st Line Support Analyst,
based in their offices just outside of Central Oxford.

This is a hybrid working role with flexibility around working hours.

This is a great opportunity for someone who enjoys problem-solving, providing excellent service, and developing their technical skills.

The Role

In this role, you will be the
first point of contact for all IT-related queries
.

Your responsibilities will include:

  • Investigating and resolving first-line technical issues with desktops, laptops, mobiles, and standard business applications
  • Handling support requests via phone, email, ITSM portal, and walk-ups
  • Logging, categorising, and prioritising tickets accurately in the ITSM tool
  • Monitoring ticket queues to ensure SLAs and response times are met
  • Escalating complex issues to 2nd Line or specialist teams when needed
  • Providing clear, friendly, and professional communication to users
  • Contributing to process improvements and knowledge articles
  • Supporting IT changes, upgrades, and technology rollouts
  • Liaising with external suppliers when required

About You

You will be:

  • Experienced in a 1st Line Service Desk or similar support role
  • Familiar with Active Directory (user and group management)
  • Experienced with an ITSM platform such as Freshservice, ServiceNow, or Jira
  • Able to troubleshoot hardware, software, and basic network issues
  • A strong communicator, both verbally and in writing
  • Confident using Excel

This is a fantastic opportunity to join a business that is on a strong growth trajectory and who offers exceptional career development and support.

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