1st Line IT Support Analyst

Overview

1st Line Support Analyst – Warrington HQLocation: Birchwood, Warrington, CheshireContract Type: Full-time, PermanentHours: 37.5 hours per week - 100% office basedJ oin Certas Energy – Powering People and Progress Across the UKAre you a natural problem-solver who enjoys working with people and technology? Do you thrive in a fast-paced IT environment where no two days are the same? If so, we want to hear from you.We’re looking for a

1st Line Support Analyst

to join our IT team at our

Warrington HQ . This is a key front-line role, providing technical support to end-users across the business — helping to keep our people and systems connected, efficient, and productive.As the face of the IT service desk on-site, you\''ll handle a wide range of technical queries and issues — from password resets and software troubleshooting, to hardware support and user account management.What You’ll Be DoingProviding on-site IT support for business users and visitors, acting as the

first point of contact

for all technical issuesLogging all incidents, service requests, and changes accurately using

Freshdesk

ticketing systemDiagnosing and resolving 1st line issues — escalating complex queries to 2nd/3rd line teams as neededManaging user accounts and permissions through

Active Directory

and

Microsoft 365Installing, configuring, and maintaining hardware such as PCs, laptops, printers, and mobile devicesTroubleshooting software and system issues in a

Windows 11

environmentSupporting Office 365 applications:

Exchange Online, SharePoint, OneDrive , and TeamsPerforming daily system checks and routine administrative tasksKeeping users updated with ticket progress and ensuring timely resolution in line with

SLAsSupporting the onboarding of new users – equipment setup, system access, and initial trainingMaintaining a high level of customer service with a professional and patient approachWhat We’re Looking ForWe’re looking for someone who’s technically confident and thrives on helping others. The ideal candidate will have:Technical Skills and Knowledge

Good understanding of IT systems, networks, and troubleshooting techniquesSolid hands-on experience with

Windows 11

support and maintenanceStrong skills in

Microsoft Office

and

Microsoft 365

administration (Exchange, SharePoint, OneDrive)Active Directory user administration, group permissions, and account provisioningFamiliarity with

Freshdesk

or similar service desk toolsBasic networking knowledge (e.g., IP addressing, DNS, DHCP)Experience with PC builds, deployments, and troubleshootingPersonal Attributes

Excellent communication and interpersonal skillsStrong

problem-solving

mindset with a proactive, can-do attitudeAbility to explain technical information clearly to non-technical usersGreat

time management

and task prioritisationCalm, empathetic, and professional under pressureTeam player with a desire to learn and support othersWhat’s In It For You?

When you join Certas Energy, you\''re joining a business that invests in its people. You’ll benefit from:Competitive payDiscounts and offers via

Certas Group SchemeFlexible

Buy, Sell, or Carry Holiday schemeLife assurancePension

contributionsAccess to

learning and development

pathways for career progressionA supportive team culture and a chance to make a real impact in the organisationAbout Certas Energy

We are the UK’s largest independent distributor of fuels and lubricants, with:Over

130 depots ,

900 tankers , and

3000 colleaguesA national network of

2,000+ fuel card locationsTrusted service to both businesses and households across the UKCertas Energy is driving innovation in cleaner fuels and energy solutions while maintaining a strong commitment to

safety ,

compliance , and

customer care .Our values, including

Safety F1rst

and

Doing the Right Thing , guide everything we do. With a strong focus on development and internal progression, we\u2019re committed to supporting you every step of the way.Equal Opportunities StatementWe are committed to creating a diverse and inclusive workplace where everyone feels valued, respected, and supported. We welcome applications from candidates who meet the minimum required job role criteria, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.We actively promote equal opportunities and are dedicated to ensuring that our recruitment, selection, training, and promotion decisions are made based on qualifications, and experience only.If you require any reasonable adjustments to support your application or to attend an interview, if shortlisted, please let us know and we will be happy to assist.For further information please email ..... full job details .....