1st Line Support Analyst

Role: 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