Assistant IT Support Analyst

Salary: £25,000 - 28,000 per year

Requirements:

• 6 months to 1 year of experience in an IT Support, Helpdesk, Service Desk, or IT Technician role.
• Basic troubleshooting experience across Windows operating systems and desktop applications.
• Familiarity with Microsoft 365 products including Outlook, Teams, Word, and Excel.
• Understanding of service desk ticketing systems and incident management processes.
• Strong communication and customer service skills.
• Ability to manage and prioritise multiple tasks effectively.
• A positive, professional, and collaborative approach to work.
• Experience with Active Directory user administration.
• Knowledge of device management tools such as Microsoft Intune.
• Basic understanding of networking concepts including DNS, DHCP, VPNs, and Wi-Fi connectivity.
• Experience supporting laptops, desktops, mobile devices, and printers.
• Awareness of ITIL principles or service management frameworks.
• Relevant certifications or ongoing study (e.g., CompTIA ITF+, CompTIA A+, Microsoft Fundamentals)

Responsibilities:

• Act as the first point of contact for IT support requests via phone, email, and service desk systems.
• Log, categorise, prioritise, and manage incidents and service requests in line with agreed service levels.
• Diagnose and resolve common technical issues relating to Windows devices, Microsoft 365 applications, printers, mobile devices, and peripherals.
• Assist with user account administration, password resets, and access management.
• Support new starter, leaver, and device deployment processes.
• Escalate complex technical issues to 2nd and 3rd line support teams when appropriate.
• Maintain accurate records and documentation within the IT Service Management system.
• Assist with hardware builds, software installations, and routine maintenance activities.
• Contribute to continuous improvement initiatives and knowledge base development.
• Follow IT security policies and best practices when handling user requests.

Technologies:

• Active Directory
• Excel
• Hardware
• Incident Management
• Support
• ITIL
• Microsoft 365
• Microsoft Intune
• Mobile
• Security
• Windows
• Office 365

More:

We are seeking a proactive and customer-focused Assistant IT Support Analyst to join our growing IT team. This role is ideal for someone with around 6 months plus experience in an IT support or service desk environment who wants to further develop technical skills through a recognised apprenticeship programme. As part of our IT Service Desk team, we provide first-line technical support across the organisation and offer exposure to a wide range of technologies while building a strong foundation for a long-term career in IT. We value people who are passionate about technology, enjoy solving problems, and take pride in delivering excellent customer service.

last updated 34 week of 2026