Vacancy Details

1st Line Support Analyst

1st Line Support Analyst


Salary up to £28,000 per annum dependent upon experience

40 hours a week Monday - Friday including stand by cover (inclusion in the Standby rota is after a qualifying period)

Our client, an established IT support company in Tamworth, is looking for a 1st Line Support Analyst to join their office based in Tamworth.Responsible for providing extended and escalated telephone and remote access support for our client’s corporate clients on a range of workstation, application and hardware issues, including some server and network support. With a solid customer services ability and clear telephone manner, you will also be responsible for carrying out a range of daily network administration tasks


  • Working as part of a dedicated team, reporting to the Head of Service Delivery, through the Helpdesk Manager
  • Providing a first and escalated response telephone and remote support to clients, logging calls on our Service Management system or by receiving escalated calls from colleagues
  • Providing and technical escalation path to Helpdesk Analysts that were unable to resolve open tickets
  • Acting as an SME within your chosen client and technology path
  • Managing your own call queue within specified SLA’s
  • Responsible for service delivery and call resolution as part of your call group
  • Competently resolving technical issues for clients working
  • Always taking a quality approach to resolution
  • Ownership of a call, ensuring you are keeping a client fully informed of progress at every stage
  • To contribute to SMART sessions, making the most out of your 1-2-1-'s with your leader, thus taking responsibility for sharing your current and future career goals
  • To outline SMART targets for Helpdesk Analysts, monitoring activity or missed goals
  • Providing advice, mentoring and support for Helpdesk Analysts, grooming them so as to increase their competency level
  • To complete any talent management documentation, including probation, personal development and annual appraisal documentation
  • To complete and update SMART target documentation
  • Updating our K base with relevant information

Essential requirements

  • At least 4 years previous technical support exposure within a busy customer lead helpdesk
  • At least 2 years previous technical support at a 2nd line level, Ideally from an IT services business
  • MCSA o365, Window Server 2012 or 2016 or Windows 10, MCSE Productivity or Cloud Platform and Infrastructure, CCNA, ITIL, Mimecaste Gateway Technical Specialist (MGTS)
  • Active Directory (creation and management of user accounts within AD)
  • Group Policies (creation and management of what are they, how they are enforced)
  • MS Exchange 2010 & 2013(Troubleshooting at server level, management of user accounts, 'how do I’ support advice, access requests)
  • MS Office 2007/2010/2013/2016 (Troubleshooting 'how do I’ support advice, basic trouble shooting)
  • MS Office 365 (Troubleshooting, migration and management of user accounts, 'how do I’ support advice, access requests)
  • Terminal Server (Creation of accounts, trouble shooting at server level)


  • Windows Server 2008/2008R2/2012 (troubleshooting and an in depth understanding of an infrastructure typology)
  • Citrix (Server level management and troubleshooting connection issue)
  • Backup solutions and storage systems (Management of the backup solution across technologies such as Symantec, BackUp Exec and Cloud offerings)
  • LAN and WAN technologies including, TCP/IP, DHCP, DNS, IP Addressing, VPN, switching, routing, wired and wireless access (troubleshooting network performance issues)
  • Knowledge of application support (how to approach a vendor, acting as a liaison between the client and vendor)


  • Salary dependent upon experience and qualifications
  • 23 days annual leave rising to 27
  • Qualifications allowance payable upon successful completion of funded accreditations (£150 - £1800)
  • Overtime allowance
  • Out of hours stand by rota allowance
  • Employer based pension (after qualifying period)
  • Death in Service benefit (after qualifying period)
  • Free refreshment provisions

At Inplace Recruitment we believe it is people that make the business succeed, the right people, expertly placed in the correct positions. We offer a thorough, professional service that is evidenced by our placement success rate.

Please note due to the high volume of applications we receive, if you have not heard from us in 7 working days, please assume that on this occasion you have not been short-listed.