1st Line Support Analyst Location: High Wycombe HP11 1JU (Hybrid) Department: Helpdesk Sharp IT Services is seeking a 1st Line Support Analyst to join our helpdesk team. This role involves providing IT support to a diverse client base, managing support tickets efficiently, and ensuring excellent service delivery to maintain client satisfaction and retention. Key Responsibilities Own, update, and progress support tickets, ensuring clients receive timely updates Meet Key Performance Indicators to maintain high service standards Develop technical proficiency through continuous learning Prioritise and organise daily tasks to align with client expectations Communicate professionally and effectively with clients and colleagues Represent Sharp IT Services in a professional manner at all times Skills and Experience Friendly, personable, and professional approach Strong client service focus Excellent written and verbal communication skills Basic technical knowledge and experience in IT Familiarity with Microsoft Server and Desktop Operating Systems Basic understanding of Microsoft 365, Azure, networking, firewalls, virtualisation, backup, and antivirus solutions Awareness of Remote Monitoring and Management tools Benefits 26 days holiday plus bank holidays Private healthcare, life insurance, dental, and critical illness cover O2 discounts Study support Discounted gym membership This is an excellent opportunity for someone looking to develop their IT skills in a supportive and pr