1st Line Support Analyst – UK | £25,000–£36,000/Year
KBR is hiring a 1st Line Support Analyst / Digital Help Desk Analyst (Level 1) to join its Programme and Project Partners (PPP) Digital Operations Team supporting major infrastructure projects associated with the Sellafield nuclear site.
This is an excellent opportunity for an IT support professional with experience in Windows, Microsoft 365, ServiceNow, ITIL, user support, troubleshooting, networking, and Microsoft technologies.
The role offers a salary range of approximately £25,000–£36,000 per year and requires the successful candidate to work 2–3 days per week on site, with travel between the relevant sites potentially required once per month.
Job Title: 1st Line Support Analyst
Alternative Title: Digital Help Desk Analyst (Level 1)
Company: KBR
Location: Cumbria / Warrington, UK
Work Arrangement: Hybrid
Salary: £25,000–£36,000 per year
Job Type: Full-Time
Industry: IT / Digital Operations / Nuclear Infrastructure
Experience: IT support experience required
Important: UK Work Eligibility
KBR does not offer sponsorship for this position.
Due to the nature of the work and security requirements, applicants must already have the right to live and work in the United Kingdom.
Candidates requiring visa sponsorship should not apply for this particular vacancy.
About KBR and the PPP Programme
The Programme and Project Partners (PPP) model was established in 2019 to transform major project delivery at the Sellafield nuclear site.
The partnership is delivering a long-term pipeline of major infrastructure projects supporting the decommissioning of Sellafield and the creation of a clean and safe environment for future generations.
KBR’s nuclear team works across major UK programmes involving new-build, defence, decommissioning, and other critical infrastructure projects.
KBR has also been recognized as a Great Place to Work-Certified company, reflecting its focus on creating a positive workplace for employees.
About the Role
The 1st Line Support Analyst will be part of the PPP Digital Operations Team, providing frontline technical support to users across the organization.
The team supports a Common Data Environment (CDE) containing approximately 50 applications hosted across a hybrid public/private Microsoft Azure-based cloud environment.
The successful candidate will act as the primary point of contact for users requiring assistance with digital systems or requesting IT/Digital services.
The position also provides an opportunity to develop digital skills and potentially diversify into other technology areas and capabilities.
Main Responsibilities
The Digital First Line Support Analyst will:
- Provide first-line technical support to users.
- Troubleshoot software, hardware, and configuration issues.
- Support users by telephone, email, and chat.
- Record and process IT and Digital service requests.
- Support starter, leaver, and mover requests.
- Process software installation requests.
- Process hardware requests.
- Manage access and permissions changes.
- Handle requests submitted through the Service Catalogue.
- Record accurate details of user issues.
- Use triage questions to identify potential causes of problems.
- Use IT support documentation to help diagnose and resolve issues.
- Determine when issues need to be escalated.
- Escalate incidents to appropriate resolver groups when necessary.
- Keep users informed about the progress of their requests.
- Monitor support queues to ensure service-level targets are achieved.
- Liaise with other Digital team members.
- Schedule appointments with technical specialists when required.
- Use incident management and request fulfilment processes.
- Use ServiceNow to record and manage IT service activity.
- Support service performance reporting and metrics.
- Help maintain key registers.
- Support updates to the Configuration Management Database (CMDB).
- Maintain the Digital Service Library (DSL) as required.
- Participate in service improvement initiatives.
- Support analysis, reviews, and reports.
Essential Technical Skills
Applicants should have experience with Windows operating systems, including:
- Windows 10
- Windows 11
- Windows 365
Knowledge of networking is also required, including:
- TCP/IP
- Internet connectivity
- User profiles
- Basic network troubleshooting
Microsoft 365 Experience
Experience supporting Microsoft 365 end-user applications is required.
This includes:
- Microsoft Outlook
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Teams
- Microsoft SharePoint
Candidates should be comfortable supporting users with common Microsoft 365 issues.
ServiceNow and ITIL
The role requires the ability to accurately understand user issues and record them within ServiceNow.
Candidates should also have:
- Experience with incident management.
- Experience with request fulfilment.
- Understanding of IT service management processes.
- Ability to manage support queues.
- Ability to work toward SLA and OLA requirements.
- ITIL Foundation qualification.
Troubleshooting Requirements
The successful candidate should be able to:
- Listen carefully to users.
- Identify the nature of technical problems.
- Ask appropriate triage questions.
- Diagnose issues using established procedures.
- Apply fixes where appropriate.
- Escalate issues to specialist teams when required.
- Track incidents through to resolution.
- Keep users updated throughout the support process.
Preferred Skills and Experience
The following would be highly beneficial:
- Windows Server experience.
- Microsoft 365 management experience.
- Microsoft 365 support tools.
- Microsoft Intune.
- Azure Portal.
- User administration.
- Application administration.
- TCP/IP network troubleshooting.
- ServiceNow.
- ITIL practices.
- CMDB maintenance.
- Service register management.
- Microsoft Teams.
- Remote Assist.
- Other collaborative and remote administration tools.
Microsoft Certifications
The following certifications are preferred but not essential:
- Microsoft 365 Fundamentals
- Microsoft 365 Endpoint Administrator Associate
- Microsoft Azure Fundamentals
Applicants without these certifications may still be considered if they have relevant experience and skills.
Core Competencies
KBR is looking for candidates who demonstrate strong:
Communication
Ability to communicate clearly, listen to users, understand technical issues, and explain problems and solutions effectively.
Organization
Ability to manage multiple incidents and service requests simultaneously.
Accuracy
Ability to record and communicate technical information accurately.
Relationship Building
Ability to develop productive working relationships with people with different levels of technical knowledge and experience.
Influencing
Ability to establish communication channels, listen actively, clarify issues, provide feedback, and negotiate solutions when necessary.
Planning and Organization
Ability to plan work, establish objectives, manage time effectively, monitor progress, and identify opportunities for improvement.
Drive
A positive, energetic, and proactive approach to delivering high-quality IT support.
Flexibility
Ability to adapt to changing priorities and uncertain situations while continuing to deliver effective service.
Personal Qualities
The ideal candidate should be:
- A good listener.
- Calm and composed.
- Detail-oriented.
- Organized.
- A strong communicator.
- A collaborative team member.
- Customer-focused.
- Empathetic and considerate.
- Adaptable.
- Resilient.
- Passionate about delivering successful outcomes.
- Comfortable working in a fast-paced environment.
Work Location
Location: Cumbria / Warrington
The role requires approximately:
2–3 days per week on site
There may also be travel to the opposite site, potentially once per month.
Applicants should therefore be comfortable working in a hybrid environment and travelling between relevant locations when required.
Salary
The advertised salary range is:
£25,000 – £36,000 per year
The salary may vary depending on experience, skills, qualifications, and other applicable factors.
Who Should Apply?
This position may be suitable for candidates with experience in:
- 1st Line IT Support
- Service Desk Support
- Help Desk Support
- Technical Support
- Desktop Support
- IT Service Management
- Microsoft 365 Support
- Windows Support
- IT Operations
- ServiceNow
- User Administration
- Application Support
It may also suit IT professionals looking to develop their skills and progress into more advanced digital and technology roles.
Key Job Highlights
Position: 1st Line Support Analyst
Alternative Title: Digital Help Desk Analyst – Level 1
Employer: KBR
Programme: Programme and Project Partners (PPP)
Location: Cumbria / Warrington
Work Model: Hybrid
On-Site Requirement: 2–3 days per week
Salary: £25,000–£36,000/year
ITIL: Foundation required
Key Technologies: Windows, Microsoft 365, ServiceNow, Azure, Intune
Sponsorship: Not available
UK Work Eligibility: Required
Important Applicant Notice
This vacancy has specific security and work eligibility requirements.
KBR explicitly states that it does not offer sponsorship for this role.
Only candidates who already have the right to live and work in the UK should apply.
Applicants should also be prepared to meet the hybrid working and travel requirements associated with the role.
How to Apply
Interested candidates should apply through KBR’s official careers platform.
“1st Line Support Analyst – R5026841”
Review the complete vacancy details and submit your application through the official employer application portal.
Final Summary
KBR is seeking a 1st Line Support Analyst to join its Digital Operations Team supporting major UK infrastructure projects.
The position offers a salary of £25,000–£36,000 per year and provides an opportunity to work with technologies including Microsoft 365, Windows, ServiceNow, Azure and Intune.
Candidates should have relevant IT support experience, an ITIL Foundation qualification, strong troubleshooting abilities, and excellent communication skills.
UK work authorization is mandatory, and KBR does not offer sponsorship for this position.