1st Line Support

A growing, multi-office professional services organisation is looking to appoint a 1st Line Support Analyst to join its internal IT team based in Oxford. This is a permanent, full-time opportunity offering hybrid working, flexible hours, and excellent long-term development prospects.
The organisation is investing heavily in its people, systems, and technology and offers a supportive, collaborative culture where learning and progression are actively encouraged.

The Role
As a 1st Line Support Analyst, you will act as the first point of contact for IT incidents and service requests, delivering high-quality technical support and customer service to users across the business.
Key responsibilities include:

• Acting as the first point of contact for IT incidents and service requests
• Investigating, troubleshooting, and resolving first-line issues across desktops, laptops, mobile devices, and standard business applications
• Handling support requests via phone, email, ITSM portal, and in-person walk-ups
• Accurately logging, categorising, and prioritising tickets within the ITSM system
• Monitoring ticket queues to ensure SLAs and response targets are consistently met
• Escalating complex or unresolved issues to 2nd line or specialist teams with clear documentation
• Delivering clear, friendly, and professional communication, keeping users informed and managing expectations
• Proactively contributing to SLA performance and team KPIs
• Identifying recurring issues and contributing to process and knowledge-base improvements
• Supporting IT changes, upgrades, and wider technology deployments
• Liaising with external suppliers when required

This role is primarily office-based during onboarding, with hybrid working available following successful completion of probation.

What’s On Offer

• Hybrid working (3 days in the office / 2 days from home after probation)
• Flexible working hours around core hours
• A role within a fast-growing organisation with ambitious growth plans
• Exposure to a varied and modern IT environment
• Strong opportunities to build technical capability and progress your career
• A supportive and experienced IT team
• Access to a structured management development programme for future leaders
• Employee recognition awards and long-service awards
• Regular social and company-wide events

About You
This role would suit someone early in their IT support career who enjoys problem-solving, working with people, and delivering great service.
You’ll ideally bring:

• Experience in a 1st Line Service Desk or similar IT support role
• Basic Active Directory experience (user and group management)
• Hands-on experience with an ITSM platform (e.g. ServiceNow, Freshservice, Jira Service Management, or similar)
• Solid troubleshooting skills across hardware, software, and basic networking
• Clear and professional written and verbal communication skills
• Strong attention to detail and a methodical approach
• Good IT skills, particularly Excel, and the ability to learn new systems quickly
• A positive, proactive, and customer-focused attitude
• The ability to prioritise effectively and work to tight deadlines
• Enjoyment of team-based working, with the motivation to take ownership of tasks
• Comfort working within defined procedures and quality standards

Diversity & Inclusion
The organisation is committed to creating an inclusive and accessible recruitment process and welcomes applications from individuals of all backgrounds. Reasonable adjustments can be made at any stage of the process to ensure a fair and positive candidate experience.

Right to Work
Please note: UK right to work is required. Sponsorship is not available for this position.

If you know someone suitable for this role, share the word and through our referral scheme receive up to £250! Click here for further details on our recommendation scheme. This is just one of the many roles we are working on at the Sammons Recruitment Group. Please visit our website www.sammons.co.uk for full details on all Permanent, Temporary and Contract career opportunities we are actively seeking candidates for. Recruiting on the basis of Talent, we are committed to supporting and promoting diversity in the workplace and consider all applications. Any salary advertised is for search purposes only. If you have not heard from us within 7 days you will have not been successful on this occasion, however, we would welcome your application for alternative vacancies.