1st Line Support Analyst

1st Line Support Analyst £25,000 - £30,000 | Fareham, Hampshire | MSP Environment  You’re the first line of defence when tech goes wrong and you love being the one who gets things back on track. You’ve got a solid base of IT knowledge, a calm approach, and a genuine interest in helping people. Now you’re ready to build your skills in a fast-paced service desk, supporting external customers and working with a wide range of technologies. This is your opportunity to join a well-established Managed Service Provider in Fareham, delivering front-line IT support to a growing customer base. It's the kind of place where you’re encouraged to learn, trusted to take ownership, and supported to grow. What’s in it for you? Salary: £25,000 - £30,000 Location: Fareham (office-based full time for collaboration and learning) Experience: Support a wide range of external customers with varied tech environments Tech Exposure: Microsoft 365, Windows Server, desktops, cloud apps, and more Progression: Clear path into 2nd line and project support as you grow your knowledge Team Culture: Friendly, collaborative, and focused on doing things properly What you’ll be doing: Acting as the first point of contact for incoming IT support requests via phone and email Troubleshooting and resolving 1st line issues across Microsoft 365, Office apps, Windows, and user accounts Escalating more complex issues to 2nd line when needed and learning from them along the way Logging and updating tickets in the helpdesk system with clarity and accuracy Providing excellent customer service and keeping users informed every step of the way Supporting the onboarding of new users and basic admin tasks like password resets, licence assignments, and more What you’ll bring to the table: Some commercial experience in an IT support role (or relevant IT training/certifications) A basic understanding of Microsoft 365, Office apps, and Windows OS Great communication skills, confident, friendly, and clear A methodical approach to troubleshooting and a real willingness to learn Bonus points if you’ve worked in an MSP or multi-customer environment Even more bonus points if you know your way around Windows Server This is a great step for your IT career perfect if you’re looking to learn fast, work hard, and build your skills in a proper support environment, with clear progression routes into 2nd line and 3rd line support.