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1st Line Support Analyst

Published 15 April 2024
Tamworth, Staffordshire
Job Starts: 15th April 2024

Job Description

1st Line Support Analyst

Location: Tamworth/Hybrid - 2/3 days a week from home

Salary & Benefits: Above Market Average Salary + Overtime (Paid at Time & a Half) + Paid Microsoft Qualifications

Hours: Monday to Friday (flexible start and end times)


Working for a highly successful MS Gold Partner IT Managed Services company, the 1st Line Support Analyst works as part of a team responsible for providing telephone and remote access support for clients on a range of workstation, application and hardware issues, including some server and network support. With a solid customer services ability you will also be responsible for carrying out a range of daily network administration tasks, detailed below. This is a brilliant opportunity to work for a specific IT company, rather than being a part of an IT department of a non-IT company, and opportunities to learn and progress up the career ladder are regularly available.

This company takes the development of their 1st Line Support Analyst so seriously that they pay for you to do Microsoft qualifications - and your rewarded with a salary increase when you've completed them.


* Providing a first response via telephone and remote support to clients

* Managing your own call queue within specified SLAs

* Resolving technical issues for clients

* Ownership of a call, ensuring you are keeping a client fully informed of progress at every stage

The Team:

* Working as part of a large dedicated team

* Reporting to the Head of Service Delivery through the Helpdesk Manager

Essential Experience:

* Active Directory (managing user accounts within AD)

* Group Policies (what are they, how they are enforced)

* MS Exchange (management of user accounts, 'how do I' support advice, access requests)

* MS Office ('how do I' support advice, basic trouble shooting)

* Terminal Server (trouble shooting connection issue)

* Experience within a technical support customer led IT helpdesk


* Windows Server

* Knowledge of application support


* Monday to Friday, 40 hours a week

* 23 days annual leave rising to 27

* Qualifications allowance payable upon successful completion of funded accreditations

* Overtime allowance

Tamworth, Sutton Coldfield, Burton Upon Trent, Lichfield, Hinckley, Swadlincote, Coalville, Nuneaton, Brownhills, Walsall, Erdington, Burntwood, Birmingham, West Midlands, Warwickshire, Staffordshire, Leicestershire

**This is a brilliant opportunity for any Service Desk professionals who want to work for a company that is stable, successful, and take your career development seriously.***

Please put your home postcode on your CV when applying. Our recruitment tech uses this to make sure your CV is reviewed by the relevant consultant, for the relevant job(s), in the relevant geography.

Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process.

If you would like information on how we will process your data please go to our website ( and view our fair processing notices which are located at the bottom of the page under privacy policies. Within the fair processing notice for Candidates there is guidance on how to amend your contact preferences or exercise your rights relating to personal data. We can't provide direct links as email address and website urls within our job adverts are removed by some of the websites on which we advertise.

Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at

Required Skills

  • "1st line" "helpdesk" "help desk" "service desk" "servicedesk" "Birmingham" "Tamworth" "Sutton Coldfield" "west midlands" "Lichfield" "Walsall"

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