First Line Support Analyst

We are looking for a quick learner and keen Service Desk Analyst to join the IT team. This is a junior position suitable for individuals with an interest in IT, who enjoy supporting people and providing excellent customer service. A graduate or a year’s experience in IT support would be preferred, but is not essential.

Main Duties

• Act as the initial contact for all IT‑related queries via phone, email, chat, walk‑ups or ticketing system.
• Log, categorise, and prioritise incidents and service requests in the IT Service Management tool (ITSM).
• Provide first line diagnosis and resolution for common hardware, software and network issues.
• Escalate unresolved incidents or service requests to 2/3rd line for guidance or senior support where necessary.
• Adhere to SLAs, keeping users updated at all times.
• Leverage internal knowledge base to help users resolve their queries, work to identify new knowledge base article requirements, any required updates and assist with their completion.
• Install and configure operating systems and software.
• Maintain existing devices and peripherals to agreed standards by performing upgrades and new installations, as well as carrying out routine procedures.
• Maintain a safe IT environment.
• Assist in the compilation and maintenance of an accurate inventory of hardware and software.
• Identify and escalated areas of improvement within the HCR IT space.
• Be visible to the firm by adopting different support approaches such as phone, email, Teams and in‑person visits.
• Travel between HCR offices when necessary.
• Participate in a shift work pattern and in an out‑of‑hours support rota.

About You

• Passion for supporting people with IT and drive to deliver excellent customer service.
• Collaborating with the different teams.
• A willingness to learn.
• The ability to communicate clearly, concisely, and accurately.
• Innovative thinking and creative problem‑solving skills.
• A proven knowledge of IT hardware, software, and networking fundamentals.
• Experience working with an ITSM system to prioritise workload (preferred).
• Experience within a professional environment in an IT support role (preferred).
• Full UK driving licence (preferred).

Benefits

• Scottish Widows Pension Scheme.
• 28 days annual leave, plus public holidays.
• Bonus scheme.
• Healthcare cash plan.
• Electric vehicle scheme.
• Happy People / Perks at Work benefits portal.
• Cycle to Work scheme.
• Life Assurance.
• One‑third gym membership contribution.
• Flu vaccinations.

Equal Opportunities

As HCR is an equal opportunities employer, we don’t just accept differences, we celebrate them. We want to attract a diverse and ambitious workforce that reflects all backgrounds and skills to create a workplace that is supportive and inclusive, recognises and nurtures talent, and works together to achieve the best outcome for our clients. We are privileged to be an armed forces‑friendly organisation.

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