1st Line Support Analyst

Salary: £26,500 - 30,000 per year

Requirements:

• Previous experience in an IT Service Desk or IT Support role.
• Excellent customer service and communication skills.
• A proactive approach with strong problem-solving abilities.
• Confidence supporting users with varying levels of technical knowledge.
• Excellent attention to detail and organisational skills.
• Experience with some or all of the following is desirable: Windows 11, Microsoft 365, Active Directory, ITSM tools, Microsoft Outlook, Microsoft Teams, Microsoft Defender, SharePoint, GoTo Assist, iOS (iPhone and iPad), PC hardware and peripheral troubleshooting.

Responsibilities:

• Provide 1st line technical support for Windows 11 devices, Microsoft 365, Outlook, Teams and iOS devices via phone, service portal and face-to-face.
• Diagnose and resolve user issues relating to Active Directory, password resets, user accounts, Microsoft 365 applications, hardware and software.
• Log, prioritise and manage incidents and service requests using ITSM tools, ensuring all tickets are updated and resolved within agreed SLAs.
• Support and troubleshoot laptops, desktops, mobile devices, printers and peripheral hardware.
• Take ownership of user issues through to resolution, keeping customers informed throughout the support lifecycle.
• Escalate complex technical issues to 2nd and 3rd Line Support and third-party vendors where appropriate.
• Assist with Microsoft Defender, SharePoint and remote support tools such as GoTo Assist to investigate and resolve incidents.
• Maintain accurate IT asset records, user documentation and technical knowledge articles.
• Provide support across multiple office locations, with occasional travel between sites.

Technologies:

• Active Directory
• Hardware
• Support
• ITSM
• Microsoft 365
• Mobile
• SharePoint
• Windows
• iOS
• Office 365

More:

We are looking for a customer-focused IT Service Desk Analyst to join our busy and fast-paced IT team. As the first point of contact for over 1,600 users, you will provide high-quality 1st line support, resolving IT incidents and service requests efficiently while delivering an outstanding customer experience. This is an excellent opportunity for someone with previous IT Service Desk experience who enjoys troubleshooting technical issues and working with a wide range of technologies. The role is Monday to Friday on a shift rota covering 8:00am to 6:00pm, with occasional travel to other office locations as required. We offer a supportive IT team environment for someone passionate about technology and helping people develop their career.

last updated 31 week of 2026