Senior 1st Line Support Analyst

About The Role

Step up. Take ownership. Raise the standard.

We’re looking for a Senior 1st Line Support Analyst to join our Service Desk team.

This isn’t just about logging tickets. You’ll play a key role in how the 1st Line function runs day to day, supporting the Team Lead, improving ticket quality, and helping other analysts develop.

You’ll still be hands-on with technical support, but you’ll also be the person people turn to when things need escalating, sense-checking, or doing properly.

If you’re already a strong 1st line analyst and ready to step up, this is your move.

Key Responsibilities as a Senior 1st Line Support Analyst:

• Support the day-to-day running of the 1st Line Service Desk alongside the Team Lead.
• Act as the first point of contact for IT support queries across a range of clients.
• Diagnose and resolve hardware, software, and basic network issues.
• Accurately log, manage, and close tickets within agreed SLA’s.
• Manage escalations from 1st Line analysts, ensuring quality and completeness.
• Improve ticket standards across the team – clear updates, strong troubleshooting, correct categorisation.
• Provide guidance, support, and on-the-job training to junior analysts.
• Challenge unnecessary escalations and drive first-time resolution.
• Communicate clearly with users at all levels, adapting your approach where needed.

What We’re Looking For:

• Previous experience in a 1st line IT support or service desk environment.
• Strong working knowledge of Windows OS and Microsoft 365.
• Experience with Active Directory (user admin, password resets).
• Understanding of networking fundamentals (Wi-Fi, VPN, DNS).
• Experience using service desk tools such as ServiceNow, Freshdesk, or Jira.
• Comfortable using remote support tools (e.g. TeamViewer, AnyDesk, SCCM).
• Confidence in reviewing ticket quality and supporting others to improve.
• Strong communication skills and a calm, structured approach under pressure.

Skills & Competencies:

• Strong problem-solving ability with a proactive mindset.
• Highly organised with good time management.
• Confident supporting and guiding others.
• Comfortable working in a fast-paced, SLA-driven environment.
• Willing to learn, develop, and step into greater responsibility.

What We Offer:

• 33 days holiday (including bank holidays), increasing with service.
• 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.

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.