1st Line Analyst

1st Line Analyst

Department: Technology

Employment Type: Permanent - Full Time

Location: UK - London

Reporting To: Mahdi Goni

Description

As our organisation continues to scale, we’re looking for a customer‑focused IT Support Analyst (Apprenticeship Level) to join our Technology Operations team and play a key role in delivering high‑quality support across the business.

This is an exciting opportunity to begin a career in technology within a fast‑growing function at the heart of CFC, supporting a global workforce and ensuring our people have the tools and systems they need to work effectively.

You don’t need to be a technical expert at this stage - what matters most is your mindset. We’re looking for someone with a genuine interest in technology, confidence when dealing with people, and the drive to learn, grow, and take ownership. If you enjoy solving problems, helping others, and working in a dynamic environment where no two days are the same, this role offers a strong foundation for long‑term progression.

About the role

In this role, you’ll work within our Desktop Operations team, ensuring the smooth running of our IT operations. You’ll diagnose and resolve technical issues, manage incidents and service requests, and support a wide range of hardware, software, and applications. You’ll also play an important part in onboarding new starters, supporting meeting rooms and events, and contributing to continuous improvement across the team.

You’ll work closely with colleagues across Technology Operations, escalating issues when needed and helping maintain a high standard of service delivery. This is a hands‑on, people‑centric role where your ability to communicate clearly, stay organised, and build strong relationships will be just as important as your technical skills.

Key responsibilities:

• Serving as the first point of contact for users seeking technical assistance at the Tech Bar
• Diagnosing and resolving hardware and software issues across laptops, desktops, and mobile devices
• Supporting operating systems, applications, and network‑related problems
• Assisting users with setting up and configuring IT equipment
• Logging and managing incidents and service requests using the ITSM system
• Escalating complex issues to 2nd Line Support or specialist teams when required
• Maintaining a high level of customer service and ensuring timely resolution of issues
• Educating users on best practices and providing guidance on IT‑related queries
• Working alongside the AV specialist to support meeting rooms and events
• Supporting VIP meetings and company‑wide events, ensuring AV and rooms are fully prepared
• Participating in team meetings and contributing to continuous improvement initiatives
• Creating knowledge articles, guides, and processes to support the business
• Running bi‑weekly new starter inductions and maintaining induction materials
• Managing joiner, mover, and leaver (JML) processes, including account creation and decommissioning
• Communicating clearly and consistently with users and colleagues

Skills & knowledge

• A genuine interest in technology and a willingness to learn
• Confidence when dealing with people and communicating directly with users
• Familiarity with common software applications and troubleshooting techniques
• A positive attitude, strong character, and a clear desire to progress
• Basic understanding of networking principles and IT infrastructure
• Excellent problem‑solving and communication skills
• Ability to work independently and as part of a team
• Strong organisational skills and attention to detail

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