1st Line IT Support Analyst

1st Line IT Support Analyst

Permanent

Location: Shipley (Flexible working hours: 8:00-4:30 or 9:00-5:30)

Salary: up to £28,500 dependent on experience

On-Call: Participation in an out-of-hours on-call rota once ready (additional pay)

Industry: Utilities

About the Client

Our client are a leading UK provider of smart, sustainable heat-network solutions, specialising in end-to-end services for local authorities, housing associations, and private developers. With decades of experience, their expertise ranges from design and build through to operation, metering, billing, and optimisation. Their mission centres on driving energy efficiency, reducing carbon, and delivering reliable, affordable heat for residents.

How you’ll spend your day

You’ll be the first point of contact for IT support across the business, helping colleagues stay productive and supported. Working through a JIRA Service Desk, as well as via phone, email, and face-to-face, you’ll resolve a wide range of technical issues while building strong working relationships at all levels of the organisation.

Your day-to-day will include:

• Responding to IT support requests via JIRA Service Desk, phone, email, and in person
  
  
• Handling business-critical incidents and prioritising issues in line with SLAs
  
  
• Supporting users with password resets, account access, new starters, and leavers
  
  
• Troubleshooting Microsoft 365, email, and common application issues
  
  
• Setting up and configuring laptops, desktops, monitors, and mobile devices
  
  
• Logging, tracking, and updating tickets accurately
  
  
• Escalating complex issues to senior IT staff or third-party providers when required
  
  
• Supporting cyber security awareness initiatives
  
  
• Monitoring security alerts and reporting suspicious activity
  
  
• Creating and maintaining IT documentation and user guides
  
  This role offers clear progression opportunities, with exposure to infrastructure, cyber security, systems administration, and automation projects as you develop.
  
  What you’ll bring to this role
  
  You’ll be someone who enjoys helping others, takes pride in great service, and has a logical, calm approach to problem-solving. You don’t need to know everything on day one - curiosity and a willingness to learn are key.
  
  We’re looking for:
  
  
• A proactive mindset, with the ability to spot and prevent issues before they escalate
  
  
• Strong troubleshooting and problem-solving skills
  
  
• Confidence supporting non-technical users with patience and empathy
  
  
• Good communication skills, both written and verbal
  
  
• Ability to manage multiple tickets and priorities in a fast-paced environment
  
  
• A reliable, professional, and customer-focused approach
  
  From a technical perspective, you’ll have:
  
  
• Working knowledge of Windows 11
  
  
• Experience using Microsoft 365 (Teams, Outlook, SharePoint, OneDrive)
  
  
• Hands-on experience setting up and troubleshooting laptops, desktops, and mobile devices
  
  
• Understanding of business networking (Wi-Fi, VPNs, remote working setups)
  
  
• Experience configuring mobile devices (iOS and Android)
  
  
• The ability to learn new tools and technologies quickly
  
  Desirable (but not essential):
  
  
• Experience with JIRA Service Desk or similar ticketing systems
  
  
• Previous IT support or customer service experience
  
  
• Interest in cyber security or information security
  
  
• IT qualifications or certifications (e.g. CompTIA, Microsoft)
  
  Perks & Benefits:
  
  
• 5% pension
  
  
• Private Healthcare
  
  
• 25 days holiday plus bank holidays
  
  What happens next?
  
  One of our Recruitment Consultants will be in touch and inform you if you’ve been successful to the next stage of the process or not, which is a qualification call where we will tell you more about the role and the client, and understand more about you, your experience and career aspirations.
  
  Should we both wish to proceed, we will submit your details to the client and be in touch regarding the outcome and any further steps.
  
  The interview process for this client consists of:
  
  Stage 1 – Remote 30minute interview focused on your background and discussing the role in more depth.
  
  Stage 2 – Onsite 1 hour interview including practical exercise.
  
  Equal Opportunities
  
  We are committed to providing equal opportunities for all candidates and welcome applications from individuals regardless of age, disability, gender identity, marital status, race, religion or belief, sexual orientation, or any other characteristic protected by law. As an employment agency for permanent and contract hires, we are dedicated to promoting a diverse and inclusive workforce, and we encourage applications from underrepresented groups to drive innovation and equality within the workplace.
  
  Should you require any reasonable adjustments please let us know so we can accommodate for any interactions with us at Biometric Talent, but also inform the client to ensure reasonable adjustments are made to allow for a fair and equitable process