1st Line Support Analyst

We have a great opportunity for a 1st Line Support Analyst.

This role will be contracted to our Wakefield office, and we can offer hybrid working arrangements, meaning that you will have a mix of home and office working.

We expect the successful candidate to work from the office three days per week.

In this role, you will provide first-line technical support to all City & Guilds employees in relation to their IT equipment and associated software. As part of the team, you will be the face of IT, so excellent customer service skills are essential.

This appointment will be made on merit.

We believe that diversity and inclusion strengthen and enriches us, and that it is the responsibility of everyone at City & Guilds to drive this value. As ethnic minority groups and disabled people are currently under-represented, we particularly encourage and welcome applications from these communities.

City & Guilds are a Disability confident employer. Please let us know if you require any support/adjustments at your interview and if successful any adjustments needed to support you in your role. If this is required, please email;

About the role

You'll respond to, and track to all incoming calls, emails and IT enquiries to the Service Desk, triaging calls and ensure all relevant information is captured at point of logging. This will require you to resolve incidents at first point of contact, where possible, or accurately assign to other resolver teams where appropriate.

You will own the ticket life cycle making sure tickets are up to date and ensuring that the customer is informed of any resolution before the ticket is resolved and closed.

You'll represent IT and City & Guilds in a professional manner at all times, with the focus on helping employees make the best use of their desk top equipment.

About you

You'll need experience of working to and reporting against SLAs and a good working knowledge of current versions of MS Office and Microsoft Windows. You must also have an understanding and awareness of ITIL framework and processes.

With good customer service skills, with the ability to interact professionally with all levels of internal and external contacts, you will have broad technical skills within a Microsoft environment. You must also have good communication skills both verbal and written.

The ability to multitask and prioritise is a must in this position as you will be working in a high demand environment

Our Story and Mission

To find out more about City & Guilds please click on the following link:

About us | City & Guilds

What We Offer

We offer the opportunity to work in an innovative, engaging and market-leading organisation with opportunities to develop your existing skills and explore new ones.

You'll receive an excellent benefits package which typically includes a great base salary, 25 days holiday plus bank holidays, pension, private healthcare, volunteering opportunities and much more.

Next Steps and how to apply

If you think this is the role and organisation for you then we would love to hear from you. Please submit your CV and complete our short application form using the apply button.

We shortlist for our vacancies on an ongoing basis, and we may close a vacancy earlier than the advertised date. Please can you submit your application ASAP to avoid disappointment.