1st Line Analyst
CFC
full-time
Posted on:
Location Type: Hybrid
Location: London • United Kingdom
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Tech Stack
About the role
- 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
Requirements
- 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
Benefits
- Health insurance
- Paid time off
- Flexible work arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
hardware troubleshootingsoftware troubleshootingoperating systems supportnetwork supportITSM system managementAV supportincident managementservice request managementknowledge article creationJML processes
Soft Skills
customer servicecommunicationproblem-solvingteamworkorganizational skillsattention to detailwillingness to learnpositive attitudeconfidenceindependence