1st Line Support Analyst

  • Location
    Newbury, Berkshire
  • Salary
  • Category
    IT - Helpdesk, Technical Support
  • Job type
  • Industry
    IT and Telecoms
  • External Reference

1st Line Support Analyst

We have an exciting opportunity for a 1st Line Support Analyst to work for our prestigious technology solutions client based in Newbury. Our client specialises in shipping, technology and logistics and continue to thrive and grow. This is an excellent opportunity to join a company that values their staff and offers the opportunity to develop and progress.

Salary: £20 - £24,000 pa (pro - rata)

Location: Newbury

Hours: 9am - 5.30pm (flexibility required to work non-standard hours during peak periods or to

allow extended hours of support coverage periods)

Duration: Fixed term contract (6 months)

Job Description:

As a 1st Line Support Analyst you will deliver first-line support to customers of the company's product suite, providing in-call resolution, progression of email support requests, and triage of tickets requiring more complex resolution.


  • To provide product support, responding to requests via phone, email, or on-site

  • To deliver a high degree of customer service for support queries

  • To take ownership of support requests and be proactive in resolving issues

  • To create and maintain tickets on the company support ticketing system

  • To provide in-call immediate resolution for problems where feasible

  • To triage support tickets and allocate to the correct queues

  • Managing ticket queues ensuring SLAs are not breached

  • To prioritise and escalate more problematic tickets to the second-line support team appropriately

  • Provide the necessary training and advice to support customers in their use of company products

  • To undertake configuration and installation of company products for new and existing customers

It would be great to see candidates with:

  • Experience of providing customer support in an IT or technical helpdesk environment is preferable

  • A relevant technical or IT qualification is desirable

  • Enjoy helping customers and remain positive when under pressure. Also, be able to convey positivity to customers experiencing problems

  • Use language that conveys confidence, solicit information revealing the true nature of the problem, and show empathy with the customers predicament

  • Be assertive, giving customers confidence in their abilities and be comfortable managing challenging expectations

  • Take ownership for each problem, making sure it is truly solved, the user is satisfied, and the knowledge gained is documented

  • Be analytical and have creative problem-solving skills

  • Be well organised and able to self-plan but have the flexibility to respond effectively to changing priorities

  • Have the ability to develop a broad knowledge of our software and its support models

  • Be keen to understand new products and product functionality quickly

  • Be an advocate for best practice, taking the initiative in identifying opportunities and contributing towards continuous improvement

Please be advised that background checking (such as DBS check / Financial Check and Referencing) will be required for all roles

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Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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Please apply with your CV to: Samantha Walker