1st Line Support Analyst
CV-LibraryCheltenham, ENG, GBpermanentPosted: 14 April 2026
Apply NowRole: 1st Line Service Desk Engineer
Location: Cheltenham (On-site during probation, hybrid thereafter)
Salary: £26,000–£30,000
Benefits: Annual bonus + strong training and certification support
Our client, a leading managed service provider, is hiring a 1st Line Service Desk Engineer to provide high-quality technical support to a diverse customer base. This role offers the opportunity to build your technical skillset in a fast-paced, supportive environment, with clear progression and ongoing development.
What you’ll do
Act as the first point of contact for IT support queries via phone, email, and ticketing systems
Diagnose and resolve 1st line issues across desktops, laptops, and user accounts
Escalate more complex incidents to 2nd/3rd line teams where required
Manage and update support tickets, ensuring accurate documentation
Deliver excellent customer service, keeping users informed throughout
You’ll work closely with internal technical teams and external clients to ensure issues are resolved efficiently and to a high standard.
What we’re looking for
Previous experience in a Service Desk or IT support role
Strong understanding of Windows environments and Microsoft 365
Excellent communication and customer service skills
Ability to prioritise and manage multiple tickets effectively
A proactive approach and willingness to learn
The ideal candidate will bring a positive, customer-first mindset and enjoy working in a collaborative, fast-paced MSP environment.
Why join?
Clear progression pathways within a growing organisation
Funded certifications and ongoing training support
Hybrid working after probation
Annual bonus and excellent benefits package
Apply now to develop your IT career within a forward-thinking and supportive team
Location: Cheltenham (On-site during probation, hybrid thereafter)
Salary: £26,000–£30,000
Benefits: Annual bonus + strong training and certification support
Our client, a leading managed service provider, is hiring a 1st Line Service Desk Engineer to provide high-quality technical support to a diverse customer base. This role offers the opportunity to build your technical skillset in a fast-paced, supportive environment, with clear progression and ongoing development.
What you’ll do
Act as the first point of contact for IT support queries via phone, email, and ticketing systems
Diagnose and resolve 1st line issues across desktops, laptops, and user accounts
Escalate more complex incidents to 2nd/3rd line teams where required
Manage and update support tickets, ensuring accurate documentation
Deliver excellent customer service, keeping users informed throughout
You’ll work closely with internal technical teams and external clients to ensure issues are resolved efficiently and to a high standard.
What we’re looking for
Previous experience in a Service Desk or IT support role
Strong understanding of Windows environments and Microsoft 365
Excellent communication and customer service skills
Ability to prioritise and manage multiple tickets effectively
A proactive approach and willingness to learn
The ideal candidate will bring a positive, customer-first mindset and enjoy working in a collaborative, fast-paced MSP environment.
Why join?
Clear progression pathways within a growing organisation
Funded certifications and ongoing training support
Hybrid working after probation
Annual bonus and excellent benefits package
Apply now to develop your IT career within a forward-thinking and supportive team