Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 68 days ago

1st Line Support Analyst

Shaw Gibbs17 open roles

Where
Oxford, United Kingdom
Work mode
Hybrid
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen now1st Line Support AnalystShaw Gibbs · Oxford, United Kingdom

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Shaw Gibbs's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. Shaw Gibbs postings stay open a median of 2 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: posted 68 days ago

Shaw Gibbs median: 2 days open

The posting

Job description

1st Line Support Analyst

Oxford

Shaw Gibbs is a growing top 35 accountancy practice who provide expert solutions for entrepreneurial businesses and private individuals in Central and Southern England. Shaw Gibbs invest in their teams of high-quality specialists who work with the best-in-breed technology to create value for our clients which exceeds expectation.

Our culture is very important to us and is based on our company values of expert, respectful, innovative and collaborative. We develop high performing teams diverse in experiences, backgrounds and ideas. As a growing company, there are plenty of opportunities for development and quick progression. Our practice is known for having a friendly and supportive team culture where everyone receives training and development to increase their technical knowledge and their commercial and management skills. We put our people first and are constantly looking for ways to improve our people experience. With respectful as one of our values, we are committed to creating an inclusive culture that respects, values and celebrates cultural and individual differences.

We have several offices in Central and Southern England and have ambitious plans to expand our business. To support the organisation’s growth, we have created a new opportunity for a 1st Line Support Analyst to join our Oxford IT team. This is a permanent full-time role with hybrid and flexible working options (flexing your hours on different days to suit your lifestyle).

The Role Your key responsibilities will include:

  • Acting as the first point of contact for IT incidents and service requests received by phone, email, the ITSM portal or in person.
  • Diagnosing and resolving first-line issues across devices, user accounts, Microsoft 365 and standard business applications.
  • Owning tickets through to resolution, maintaining accurate records and keeping users informed.
  • Logging, categorising and prioritising requests accurately, following agreed SOPs, processes, policies and security controls.
  • Managing support queues and workload to meet SLAs, response targets and team KPIs.
  • Escalating complex issues to second-line teams or suppliers, with clear supporting documentation.
  • Completing routine user administration, access requests and device provisioning using approved procedures.
  • Providing friendly, professional support while managing expectations and confirming resolution.
  • Maintaining knowledge and asset records and suggesting improvements based on recurring issues and feedback.
  • Supporting IT changes, upgrades, deployments and wider technology projects.
  • Identifying and reporting potential security incidents or risks promptly.

What we can offer you

  • Hybrid working after successful completion of your probationary period (three days in the office and two days at home)
  • Flexible working (flexing your hours around the core working hours of 10am to 4pm)
  • Joining a fast-growing company with exciting growth plans ahead
  • Exposure to a wide range of clients across many industries
  • Plenty of opportunity to increase your technical knowledge and skills
  • A varied role within a talented and experienced team
  • Entry onto our next Management Development Programme – a bespoke programme aimed at developing and enhancing leadership potential for existing and aspiring managers
  • ERIC internal recognition awards – monthly recognition awards that celebrate those who champion the Shaw Gibbs values
  • Regular employee events including a company-wide summer party
  • A competitive benefits package, including:A 25-day core holiday allowance plus other holiday-related benefits, such as: Holiday trading (the ability to buy or sell up to 5 days holiday per year), flexible bank holidays (the ability to flex your bank holidays to a day that suits you best) and additional holiday with service A dedicated “Wellbeing Day” – an additional day off per year to focus on your wellbeing Employee Assistant Programme (EAP) which includes access to 24/7 online GP consultations, 2nd medical opinions and mental health first aiders present in every office Access to MYNDUP – a wellbeing support platform which offers confidential 1-to-1 sessions with therapists, counsellors, psychologists, and coaches Shaw Gibbs Rewards – access to discounts on a wide range of retailers Health Cash Plan – money back on routine health appointments Electric Vehicles Salary Sacrifice Scheme Client and employee referral bonuses Pension Salary Sacrifice Scheme Death in Service Life Assurance Enhanced family leave policies Bus pass discounts and loans Cycle to Work Scheme Long service awards

About You

  • 1-2 years’ experience in a 1st Line Service Desk or similar support role.
  • Basic Active Directory experience including user and group management.
  • Hands-on experience with at least one ITSM platform (e.g., Freshservice, ServiceNow, Jira Service Management).
  • Strong troubleshooting ability covering hardware, software, and basic network issues.
  • Clear and professional communication skills, both written and verbal
  • Exceptional attention to detail
  • Strong IT skills, specifically Excel and able to pick up new IT packages very quickly
  • A positive, confident and proactive attitude
  • Create a positive impression with clients and staff
  • Ability to prioritise and meet tight timeframes with high quality output
  • Enjoy working as part of a team and self-motivated
  • Able to work within procedures on job aspects which will deal with facts, standards and quality
  • A willingness to travel across the Shaw Gibbs Group offices

Diversity, equality and inclusion Shaw Gibbs is an inclusive employer and we are committed to providing equal opportunities to all candidates by ensuring a comfortable and accessible interview experience. We understand that some individuals may have specific needs or require accommodation/adjustments during the recruitment process. If you require any adjustments to ensure your recruitment experience with Shaw Gibbs is as inclusive and accessible as possible, please let us know at your earliest convenience via the application form or via an email to [email protected].

We believe that diversity makes Shaw Gibbs a stronger firm and we look to employ people with different ideas, styles and skillsets. This diversity stimulates a rich, creative environment – one in which our people develop, and our clients enjoy enduring results. We’re committed to recruiting, promoting and rewarding our people solely based on their ability to contribute to Shaw Gibbs’ goals, without regard to their sex, gender, race, disability, religion, national origin, ethnicity, sexual orientation, age or marital status.

Right to work Unfortunately, for this role we are unable to offer sponsorship for visas/work permits, so you will need to have full right to work in the UK. Your application will be automatically rejected if you do not have full right to work.

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Shaw Gibbs's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Shaw Gibbs's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Shaw Gibbs's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.