First Line Support

IT First Line Support Analyst (Contract - Nights)

Location: Bristol area

Shift Pattern: Nights (shifts between 19:00-07:00)

Clearance: Active SC (essential)

Start: January 2026

Overview

We are supporting a secure, high-availability IT environment and are looking for a First Line Support Analyst to join an established Service Desk team providing out-of-hours operational support.

This role is the first point of contact for IT incidents and service requests, with responsibility for accurate logging, first-time resolution where possible, and effective escalation within agreed SLAs. While primarily first line, the role includes light second-line responsibilities depending on experience.

Training will be provided, and attitude, reliability, and communication skills are as important as technical capability.

Key Responsibilities

• Act as the first point of contact for IT incidents and service requests
• Accurately log, categorise, and prioritise incidents
• Resolve issues at first contact where possible
• Escalate incidents to appropriate resolver groups in line with SLAs
• Provide clear communication and updates to users
• Support a secure, shift-based service desk operation
• Work collaboratively within a small, experienced team

Required Skills & Experience

• Experience in an IT Service Desk/First Line Support role
• Familiarity with incident logging and ticketing systems
• Good understanding of common hardware and software issues
• Strong customer service and communication skills
• Comfortable working night shifts in an onsite environment
• Active SC clearance (essential)

Nice to Have

• Exposure to second-line support activities
• Experience supporting secure or regulated environments
• ITIL Foundation (or practical ITIL experience)

How to apply?

Send a CV