1st Line Support Analyst

Description

1st Line Support Analyst

Oxford

Shaw Gibbs is a growing top 35 accountancy practice who provide expert solutions for entrepreneurial businesses and private individuals in Central and Southern England. Shaw Gibbs invest in their teams of high-quality specialists who work with the best-in-breed technology to create value for our clients which exceeds expectation.

Our culture is very important to us and is based on our company values of expert respectful innovative and collaborative. We develop high performing teams diverse in experiences backgrounds and ideas. As a growing company there are plenty of opportunities for development and quick progression. Our practice is known for having a friendly and supportive team culture where everyone receives training and development to increase their technical knowledge and their commercial and management skills. We put our people first and are constantly looking for ways to improve our people experience. With respectful as one of our values we are committed to creating an inclusive culture that respects values and celebrates cultural and individual differences.

We have several offices in Central and Southern England and have ambitious plans to expand our business. To support the organisations growth we have created a new opportunity for a 1st Line Support Analyst to join our Oxford IT team. This is a permanent full-time role with hybrid and flexible working options (flexing your hours on different days to suit your lifestyle).

The Role
Your key responsibilities will include:

• Acting as the first point of contact for IT incidents and service requests received by phone email the ITSM portal or in person.
• Diagnosing and resolving first-line issues across devices user accounts Microsoft 365 and standard business applications.
• Owning tickets through to resolution maintaining accurate records and keeping users informed.
• Logging categorising and prioritising requests accurately following agreed SOPs processes policies and security controls.
• Managing support queues and workload to meet SLAs response targets and team KPIs.
• Escalating complex issues to second-line teams or suppliers with clear supporting documentation.
• Completing routine user administration access requests and device provisioning using approved procedures.
• Providing friendly professional support while managing expectations and confirming resolution.
• Maintaining knowledge and asset records and suggesting improvements based on recurring issues and feedback.
• Supporting IT changes upgrades deployments and wider technology projects.
• Identifying and reporting potential security incidents or risks promptly.

What we can offer you

• Hybrid working after successful completion of your probationary period (three days in the office and two days at home)
• Flexible working (flexing your hours around the core working hours of 10am to 4pm)
• Joining a fast-growing company with exciting growth plans ahead
• Exposure to a wide range of clients across many industries
• Plenty of opportunity to increase your technical knowledge and skills
• A varied role within a talented and experienced team
• Entry onto our next Management Development Programme a bespoke programme aimed at developing and enhancing leadership potential for existing and aspiring managers
• ERIC internal recognition awards monthly recognition awards that celebrate those who champion the Shaw Gibbs values
• Regular employee events including a company-wide summer party
• A competitive benefits package including:
  • A 25-day core holiday allowance plus other holiday-related benefits such as: Holiday trading (the ability to buy or sell up to 5 days holiday per year) flexible bank holidays (the ability to flex your bank holidays to a day that suits you best) and additional holiday with service
  • A dedicated Wellbeing Day an additional day off per year to focus on your wellbeing
  • Employee Assistant Programme (EAP) which includes access to 24/7 online GP consultations 2nd medical opinions and mental health first aiders present in every office
  • Access to MYNDUP a wellbeing support platform which offers confidential 1-to-1 sessions with therapists counsellors psychologists and coaches
  • Shaw Gibbs Rewards access to discounts on a wide range of retailers
  • Health Cash Plan money back on routine health appointments
  • Electric Vehicles Salary Sacrifice Scheme
  • Client and employee referral bonuses
  • Pension Salary Sacrifice Scheme
  • Death in Service Life Assurance
  • Enhanced family leave policies
  • Bus pass discounts and loans
  • Cycle to Work Scheme
  • Long service awards

About You

• 1-2 years experience in a 1st Line Service Desk or similar support role.
• Basic Active Directory experience including user and group management.
• Hands-on experience with at least one ITSM platform (e.g. Freshservice ServiceNow Jira Service Management).
• Strong troubleshooting ability covering hardware software and basic network issues.
• Clear and professional communication skills both written and verbal
• Exceptional attention to detail
• Strong IT skills specifically Excel and able to pick up new IT packages very quickly
• A positive confident and proactive attitude
• Create a positive impression with clients and staff
• Ability to prioritise and meet tight timeframes with high quality output
• Enjoy working as part of a team and self-motivated
• Able to work within procedures on job aspects which will deal with facts standards and quality
• A willingness to travel across the Shaw Gibbs Group offices

Diversity equality and inclusion
Shaw Gibbs is an inclusive employer and we are committed to providing equal opportunities to all candidates by ensuring a comfortable and accessible interview experience. We understand that some individuals may have specific needs or require accommodation/adjustments during the recruitment process. If you require any adjustments to ensure your recruitment experience with Shaw Gibbs is as inclusive and accessible as possible please let us know at your earliest convenience via the application form or via an email to

We believe that diversity makes Shaw Gibbs a stronger firm and we look to employ people with different ideas styles and skillsets. This diversity stimulates a rich creative environment one in which our people develop and our clients enjoy enduring results. Were committed to recruiting promoting and rewarding our people solely based on their ability to contribute to Shaw Gibbs goals without regard to their sex gender race disability religion national origin ethnicity sexual orientation age or marital status.

Right to work
Unfortunately for this role we are unable to offer sponsorship for visas/work permits so you will need to have full right to work in the UK. Your application will be automatically rejected if you do not have full right to work.