1st Line Support Analyst

1st Line Support Analyst required by market leading, award winning, professional services organisation based in Salisbury. This is an excellent opportunity for someone with a passion for technology and customer service to develop their skills within a supportive environment, acting as the first point of contact for IT support across the business. The Role Working as part of a collaborative IT team and reporting to the IT Director, you will provide front-line support to users, ensuring issues are logged, diagnosed, and resolved efficiently. Key responsibilities include: * Acting as the first point of contact for all IT support queries * Logging, categorising, troubleshooting, and resolving technical issues * Escalating more complex problems to 2nd line support where required * Supporting a range of applications, including Microsoft 365 and other business systems * Assisting with hardware and software installations, configurations, and upgrades * Contributing to IT projects, including system upgrades and new implementations * Delivering a high level of customer service with a positive and proactive approach This is a user-facing role, requiring strong communication skills and a professional, approachable manner. About You * Previous experience in an IT support or helpdesk environment is desirable * Good working knowledge of Windows 10/11 and Microsoft 365 (Word, Outlook, Excel, PowerPoint) * Basic understanding of networking and desktop hardware * Awareness of cyber security best practices * Strong problem-solving skills and attention to detail * Excellent communication skills, with the ability to explain technical issues to non-technical users * A positive, team-oriented attitude with the ability to work independently Working Pattern * Monday to Friday, 9:00am – 5:00pm (35-hour week) * Fully onsite in Salisbury (5 days per week) * Occasional travel to a secondary UK office may be required * Some out-of-hours work for upgrades or critical support Benefits * Annual bonus * Private medical insurance (BUPA) * Competitive pension scheme * 25 days annual leave * Additional travel-related benefit (e.g. train/parking support)