First Line Support Analyst

First Line Support Analyst Job Description Template

Our company is looking for a First Line Support Analyst to join our team.


  • Create new users on system;
  • Provide support on IT projects when requested by IT Director;
  • Provide local support for iPhones and iPads;
  • Provide deskside support on hardware and software;
  • Provide standard First Line duties including:Answer incoming telephone calls;
  • Log incidents into the incident logging tool based on incoming call information;
  • Build & test new technology / hardware / software solutions;
  • Provide remote support for remote customers on hardware and software Provide on-site support for Daventry office on a regular basis;
  • Image PC’s Corporate & Retailer;
  • Follow up on all incidents logged, update incident logging tool, updating customer;
  • Provide solutions for any mobile devices and support these devices at client events;
  • Manage assigned projects;
  • Manage rollouts of new or refreshed hardware where required;
  • Build standard hardware to specification;
  • Support all hardware and software and resolve any incidents in relation to such.


  • Self Starter/Finisher;
  • Attention to detail;
  • Meticulous & methodical with can do attitude;
  • Ability to feedback project updates proactively to line managers;
  • Follow specific instructions from management and do not deviate unless approved (including no personal hardware repairs on site);
  • Documentation skills which adhere to the client standards and give a professional appearance to the department.