1st Line Support Analyst

About the role

Exciting opportunity for an experienced 1st Line Support Analyst to join a fast‑growing, PE‑backed global software provider. You will deliver crucial application support to law enforcement, government and private sector clients, working from our Nottingham office within a hybrid working model.

Key responsibilities

• Act as the customer‑facing representative of Altia, providing high‑quality service via telephone, email or chat.
• Perform initial triage of incoming issues, gather relevant information and resolve where possible.
• Escalate complex problems to senior technical resources while retaining ownership of the case.
• Communicate effectively with internal teams to ensure client expectations are met.
• Meet defined SLA and KPI targets and proactively suggest improvements.

Required profile

• Strong communication and interpersonal skills.
• Good problem‑solving ability with excellent attention to detail.
• Previous experience in a similar 1st line support role.
• Knowledge of Microsoft 365 packages.
• Team player who is motivated, enthusiastic and adaptable.

Required skills

• Microsoft 365

What we offer

• Salary up to £24,000 per year, dependent on experience.
• Contributory pension, company sick pay and income protection.
• Private health and dental insurance (optional).
• 30 days holiday plus bank holidays.
• Well‑being support, volunteering scheme and continuous training.
• 35‑hour work week, on‑site parking and strong local transport links.