IT Support Analyst

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.