Our client, a growing accountancy and professional services firm with offices across Central and Southern England is seeking a 1st Line Support Analyst, based in their offices just outside of Central Oxford.This is a hybrid working role with flexibility around working hours.This is a great opportunity for someone who enjoys problem-solving, providing excellent service, and developing their technical skills.The RoleIn this role, you will be the first point of contact for all IT-related queries. Your responsibilities will include:Investigating and resolving first-line technical issues with desktops, laptops, mobiles, and standard business applicationsHandling support requests via phone, email, ITSM portal, and walk-upsLogging, categorising, and prioritising tickets accurately in the ITSM toolMonitoring ticket queues to ensure SLAs and response times are metEscalating complex issues to 2nd Line or specialist teams when neededProviding clear, friendly, and professional communication to usersContributing to process improvements and knowledge articlesSupporting IT changes, upgrades, and technology rolloutsLiaising with external suppliers when requiredAbout YouYou will be:Experienced in a 1st Line Service Desk or similar support roleFamiliar with Active Directory (user and group management)Experienced with an ITSM platform such as Freshservice, ServiceNow, or JiraAble to troubleshoot hardware, software, and basic network issuesA strong communicator, both verbally and in writingConfi