First Line Support
New Today
Bristol area Shift Pattern:
Nights (shifts between 19:00-07:00) Clearance:
Active SC (essential) Start:
January 2026 Overview We are supporting a secure, high-availability IT environment and are looking for a
First Line Support Analyst
to join an established Service Desk team providing out-of-hours operational support. This role is the
first point of contact
for IT incidents and service requests, with responsibility for accurate logging, first-time resolution where possible, and effective escalation within agreed SLAs. While primarily first line, the role includes
light second-line responsibilities
depending on experience. Training will be provided, and
attitude, reliability, and communication skills
are as important as technical capability. Key Responsibilities Act as the first point of contact for IT incidents and service requests Accurately log, categorise, and prioritise incidents Resolve issues at first contact where possible Escalate incidents to appropriate resolver groups in line with SLAs Provide clear communication and updates to users Support a secure, shift-based service desk operation Work collaboratively within a small, experienced team Required Skills & Experience Experience in an IT Service Desk / First Line Support role Familiarity with incident logging and ticketing systems Good understanding of common hardware and software issues Strong customer service and communication skills Comfortable working
night shifts
in an onsite environment Active SC clearance (essential) Nice to Have Exposure to second-line support activities Experience supporting secure or regulated environments ITIL Foundation (or practical ITIL experience) How to apply? Send a CV
TPBN1_UKTJ
- Location:
- United Kingdom
- Job Type:
- FullTime
- Category:
- IT