Tier 1 Service Analyst

About the role

Location: Chorley, North West
Full-time | £DOE per annum plus benefits (depending on experience) 

We’re looking for a Tier 1 Service Analyst to join our friendly Service Desk Team.

As a Tier 1 Service Analyst, you’ll be the first point of contact for customers who need IT support in our busy MSP environment. You’ll log, diagnose, and resolve a variety of IT issues, and pass on more complex cases to our Tier 2 or 3 teams when needed.

You’ll play a key role in delivering outstanding customer service, troubleshooting effectively, and keeping communication clear and efficient, helping our clients stay up and running with minimal downtime.

A day in the life of a Tier 1 Service Analyst looks a little like this:

• Provide first-line technical support via phone, email, or through a ticketing system.
• Troubleshoot and resolve hardware, software, and network-related issues.
• Track, prioritise, and manage tickets to ensure prompt resolution within SLA guidelines.
• Assist with the installation, configuration, and maintenance of end-user hardware and software.
• Support users with email, Office 365, Active Directory, VPN, and other applications.
• Provide basic network troubleshooting (e.g. Wi-Fi, connectivity issues, printer configuration).
• Work closely with Tier 2 and Tier 3 teams to ensure seamless resolution of escalated issues.
• Maintain and update technical documentation, knowledge base articles, and SOPs for end-users and support teams.

Role requirements

Some essential criteria for this role includes:

• Good understanding of Windows OS, Microsoft Office, and Office 365 suite.
• Basic knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Familiarity with Active Directory user management.
• Experience using remote desktop tools to troubleshoot end-user issues.
• Excellent verbal and written communication skills.
• Ability to simplify technical information for non-technical users.
• Strong customer service orientation, with a polite and friendly attitude.
• Previous experience in a customer-facing IT support role, ideally within an MSP environment.
• Familiarity with ITIL principles and best practices.
• Knowledge of desktop and laptop hardware troubleshooting.
• Basic understanding of cybersecurity practices.
• Industry certifications (e.g., CompTIA A+, Microsoft 365 Fundamentals).

Some desirables include:

• Familiarity with IT service management tools (e.g. HaloPSA, ConnectWise, Autotask).
• Experience supporting cloud-based services such as Microsoft Azure and Microsoft 365.
• Exposure to mobile device management (MDM) solutions.

Here’s why you’ll love it at Netcentrix

Our vision is to be the leading sustainable Managed Services Provider (MSP) delivering world class Customer Experience (CX) and Digital Transformation solutions.

And, when it comes to support, we are always looking for new ways to help our team grow and develop. Our values allow us to nurture a supportive company culture and retain a dedicated workforce through valuing our team’s hard work, empowering each other to do our best, whilst staying humble and having compassion.

We will invest in your learning and celebrate your successes by recognising and rewarding your hard work. Some of our company benefits include:

• 25 days holiday + bank holidays + 1 volunteering day
• Your Birthday off
• Hybrid working
• Enhanced Maternity & Paternity Leave
• Employee loyalty rewards
• Accredited Investors in People organisation
• Regular company events
• Plenty of scope for progression and opportunities for training – technical and management
• Achievement celebrations & rewards
• Medical schemes and cycle-to-work initiatives
• Mental wellbeing and financial wellbeing support
• Check out our main careers page for more info on our benefits!

Netcentrix  is part of the New Technology Group – an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Read our recruitment privacy notice here.