# 1st Line Service Desk Analyst (Days)

**Company:** Intercity Technology
**Department:** Operations
**Role:** 1st Line Service Desk Analyst
**Location:** Meppershall Office
**Remote status:** Hybrid
**Employment type:** Full-time

## About The Role

**Launch Your IT Career as a 1st Line Support Analyst!**

We’re looking for a proactive and customer-focused 1st Line Support Analyst to join our high-performing IT Service Desk team. If you're passionate about technology, love solving problems, and want to build a career in a people-first organisation, this is your chance to make a real impact.

As a 1st Line Support Analyst, you’ll be the first point of contact for IT support queries, helping users across the business stay connected, productive, and secure. You’ll work with a wide range of technologies and gain hands-on experience in a fast-paced, service-driven environment.

We’re looking for someone who’s eager to learn, thrives on helping others, and brings a calm, solutions-focused approach to every challenge.

**This is a hybrid role, with 3 days per week on-site at our Meppershall office after completion of your training. Shifts are worked across weekends and bank holiday and cover 7am - 4pm and 10am - 7pm once training is complete.**

**Key Responsibilities as a 1st Line Support Analyst:**

- Provide first-line technical support for hardware, software, and network issues

- Log, manage, and resolve support tickets using service desk tools such as HALO

- Use remote access tools (e.g. AnyDesk, TeamViewer, SCCM) to troubleshoot and resolve issues

- Communicate clearly and professionally with users at all levels of the business

- Escalate complex issues to senior team members with accurate documentation

- Maintain up-to-date and accurate records of all support interactions

- Support the wider IT team in delivering a high-quality, customer-centric service

**Experience and Knowledge:**

- Basic understanding of IT infrastructure including desktops, laptops, printers, and networking

- Familiarity with Microsoft Windows OS and Microsoft 365 applications

- Exposure to Active Directory (e.g. password resets, user account creation)

- Experience using service desk platforms such as HALO, ServiceNow, or Freshdesk

- Awareness of cyber security best practices and data protection standards (e.g. GDPR)

- Previous experience in a 1st line support or helpdesk environment (desirable but not essential)

**Qualifications and Desirable Skills:**

- GCSE Maths and English (Grade 4 or above)

- Logical thinker with strong problem-solving skills

- Excellent communication and customer service abilities

- Willingness to learn and develop technical knowledge

- Ability to prioritise tasks and remain calm under pressure

- Team player with a proactive, can-do attitude

- CompTIA A+ or Microsoft Technology Associate certification (desirable)

**What We Offer:**

- 33 days holiday (inclusive of bank holidays), plus your entitlement will increase by one day for each full calendar year you are 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.

## 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.

_This position is no longer accepting applications._