1st Line Support Analyst

1st Line Support Analyst

Duration: Until December 2026

Full time hours, Mon - Fri

£170 - £180 Per Day (Inside IR35 via Umbrella)

Location: Warwickshire - Hybrid Working (1 day per week onsite)

TXP are recruiting for a customer focused 1st Line Support Analyst who is Midlands based, to start in July 2026.

This is a superb opening to work at our leading financial services client's impressive HQ site in Warwickshire 1 day per week, the rest can be remote working.

Candidates are required to reside within commuting distance of Warwickshire and have a full UK driving licence and own transport. Applications must include your current location to be considered for processing.

Role:

• Train, coach and provide advice to colleagues and customers on IT systems and processes, to ensure consistency and improve first contact resolution, reduce queries and customer impact.
• Identify and assess trends for re-occurring Incidents and contribute to the investigation of IT Problems to reduce impact and disruption to our business.
• Identify and escalate potential major incidents in accordance with the Major Incident Management policy and procedures.
• Respond, assess, and record customer IT queries, Incidents and Requests in accordance with Service Desk Policies and Procedures to ensure they are prioritised, investigated and resolved in line with Customer Service Standards and Service Level Agreements
• Review, assess and allocate queued IT queries, Incidents and Requests to ensure they are managed in line with Customer Service Standards and Policy and Procedures
• Contribute to the development and management of the Knowledge Base to ensure that it is accurate, up to date and user friendly to ensure consistency and improve first contact resolution, reduce queries and customer impact.

Essential Experience:

• Strong background in 1st Line IT Support and Customer service
• Stakeholder management
• Incident management
• Strong communication skills

If your profile demonstrates strong and recent experience in the above areas - please submit your application to Jackie Dean at TXP for consideration.

Please note due to the high volume of applications and to ensure a fair process, we are unable to accept phone calls. All applications must be submitted online. Rest assured, our team will review your application and provide an update via email as soon as possible.