1st Line Support Analyst

🔒 Confidential Employer
Posted 20 April 2026
LOCATION
West Yorkshire
TYPE
Full-time
LEVEL
Entry-level
SALARY
£25,000 / year
CATEGORY
IT Support
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Customer Service Troubleshooting SQL Communication Skills Microsoft Office Problem Solving

FULL DESCRIPTION

1st Line Support Analyst (Remote)
Offering £21,000 – £25,000 Basic Salary plus Excellent Benefits

Our client is an established software provider based in West Yorkshire. They are currently recruiting a 1st Line Support Analyst to join their Application Support team. The primary purpose of the role is to manage incoming incident and service requests from customers through the customer service support portal, email and telephone to ensure all contractual SLA’s are met to a high level of customer satisfaction.

1st Line Support Analyst – Key Responsibilities

  • Offer an excellent level of customer service at all times.
  • Understand and problem solve technical customer application issues.
  • Escalate cases when required to 2nd & 3rd Line teams, sharing detailed troubleshooting and replication steps to provide a full picture, to allow for speedy resolution.
  • Ensuring customer is kept informed throughout the process.
  • Modify standardised SQL scripts raised through the change management process to resolve issues and configure products.
  • Sharing knowledge and providing help and guidance to other teams within the business.

1st Line Support Analyst – Candidate

  • Be technically minded, have an interest / passion for IT and technology.
  • Any technical support experience and/or qualifications highly desirable.
  • Strong communication skills, both written and verbal.
  • Excellent customer services skills, able to listen and empathise with customer.
  • Knowledge and experience of using Microsoft Office suite.
  • Logical, analytical, detailed with an ability to problem solve effectively.

1st Line Support Analyst is offering £21,000 – £25,000 basic salary plus excellent benefits with great opportunities for development and progression available to the successful candidate. The position is homebased working remotely, Monday to Friday 9am – 5.30pm, with the occasional (every 3 – 6 months) requirement to attend office in the West Yorkshire area.

All successful candidates will be contacted within 5 days of application. Due to the volume of recent applications, if you do not receive a response within this timeframe, please assume your application has been unsuccessful for the position 1st Line Support Analyst.

This vacancy is being advertised by Technical Prospects Ltd. The services advertised by Technical Prospects Ltd are those of an Employment Agency.

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