Technology Department - Junior Support Analyst

London W14 8TS
, UK

Posted Monday 2 March 2026 at 01:00

Headquartered in London, CACI Ltd is a wholly owned subsidiary of CACI International Inc., a publicly listed company on the NYSE with annual revenue in excess of US $6.2bn and employing approx. 22,000 people worldwide.

CACI Ltd is an international data and technology consultancy with £154m turnover and 1200 employees. We are passionate, progressive and unafraid of challenge; our mission is to use technology and data-driven insight to make a commercial difference.

We provide expert advice and hands‑on system management to help our national and global clients get the most from technology and data. We use innovation wisely to deliver well thought‑out digital solutions and software.

Role Purpose

The Support Analyst is the
first point of contact
for all IT support issues across the business. The role is responsible for logging, diagnosing, triaging, resolving, or escalating IT incidents and service requests in line with documented procedures and service expectations.

The 1st Line Support team owns all incoming support requests and ensures tickets are appropriately managed from initial contact through to resolution or escalation

Key Responsibilities:

Service Desk & Phones

• Act as the primary point of contact for all incoming IT support calls from the business.
• Answer all incoming support calls promptly and professionally, ensuring users are supported in line with agreed processes.
• Locate and update existing tickets or raise new tickets where none exist.
• Ensure all calls are logged and added to the support queue, advising users of next steps.
• Only attempt immediate resolution where the issue is urgent and the user is unable to work; otherwise follow standard logging and triage procedures.

Ticket Management

• Ensure all unassigned tickets are reviewed and actioned within
  30 minutes
  of being raised.
• Diagnose and triage tickets before escalation, ensuring sufficient information is gathered and documented.
• Escalate tickets to the appropriate team with clear justification recorded in the ticket.
• Resolve and close tickets effectively, maintaining quality and clear communication.
• Ensure any issues raised via direct email, Teams, or informal channels are logged as tickets before work begins

Reception Desk Support

• Provide face‑to‑face IT support at the reception desk in line with phone and ticket‑handling processes.
• Check for existing tickets, update accordingly, or raise new tickets before commencing work.
• Participate in a rota to cover the reception desk as required during office days.

Hardware & Asset Management

• Maintain accurate tracking of all IT hardware using the asset management system.
• Prepare hardware for starters, including imaging, profiling, configuration, and ensuring availability prior to start dates.
• Manage leaver hardware collections, rebuild returned devices, and process them for reissue.
• Tag, record, and build new laptops promptly to ensure available stock.
• Ensure laptops awaiting rebuild are processed as soon as possible and not left unused.
• Provide desk‑side support including monitor swaps, docking station troubleshooting, keyboard, mouse, and headset replacements.
• Maintain orderly and functional user desk setups across the business.

Administration & Operational Duties

• Be fully prepared and ready to work at the start of allocated shifts.
• Contribute to maintaining a tidy, organised build room, work spaces and reception area, and follow agreed labelling and storage standards.
• Track WEEE equipment using the designated spreadsheet and update asset records accordingly.
• Coordinate lunch breaks with the team to ensure sufficient service coverage.
• Keep team desks and the reception area clean and presentable.
• Adhere to shift patterns and rotas defined by the IT Support Manager and Service Delivery Manager.
• Attend scheduled site visits as required.
• Physical tasks can be supported with appropriate equipment or adjustments where required
• Assist with the creation, maintenance, and improvement of process documentation, user guides, and internal “how‑to” materials.

Skills & Experience

• Strong customer service and communication skills (verbal and written).
• Ability to diagnose…