1st Line Support Analyst

Job type: Full-time
Salary: £20,000.00-£21,000.00 per year

The 1st Line Support Engineer will provide technical support to external customers on all aspects of their IT infrastructure. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of incident logged. These may range from straightforward to more complicated technical issues. This role requires the ability to log and track all incidents, problems and requests with the ability to work independently.


Receiving, logging and managing calls from customers via telephone, email and automated systems

Log all calls in the Service Desk Ticketing System

Gather all first point of contact information required to assist in troubleshooting

Where possible undertake 1st time fixes for incidents logged

Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

To maintain a high degree of customer service for all support queries

Allocate more complex service issues to 2nd line support

Troubleshoot basic network issues such as ADSL broadband issues

To arrange for external application technical support where problems cannot be resolved.

Skills required:

Relevant 1st line support desk experience

Previous experience using helpdesk applications

Excellent communication skills and telephone manner

Excellent organisational skills

1 year previous IT Service Desk and/or IT Field Service experience required

Incident Management experience – Managing incidents including business expectations and communication

Strong knowledge of Microsoft based operating systems with emphasis on Windows Operating Systems

Knowledge of Microsoft 365 administration with an interest and desire to work towards Microsoft 365 accreditation

Active Directory administration

Good experience of managing and administering accounts on Exchange, Active Directory and IP telephones

You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

Willing to adapt and learn new skills

Ability to work on own initiative

Must have a full UK driving licence

How to apply:

Please send a CV and covering email to m.newton@grapevine.uk.com


Work with us

We pride ourselves on offering the very best level of service to our clients. We are always looking for like minded people to grow our team. If you think you’d be a good fit with us, please send your CV. We'd be happy to hear from you!

We're an active and expanding business and so often have a range of vacancies in various positions within the organisation. Please check back regularly for new and updated career opportunities with Grapevine.