1st Line IT Support Analyst

Salary: £25,000 - 29,000 per year

Requirements:

• Proven technical competence appropriate to a 1st Line environment.
• Excellent written and verbal communication.
• Strong customer service skills, supported by concrete examples or references.
• A stable and explainable employment history.
• The ability to work within structured processes.
• A professional approach to security, access and change management.
• Hands-on experience with some or all of Microsoft 365, Microsoft Entra ID, Microsoft Intune, Active Directory, Windows desktop support, hardware and software troubleshooting, remote support, ticketing/RMM platforms, and basic networking and connectivity troubleshooting.
• Experience in an IT support environment where issues are diagnosed and resolved rather than passed on.
• Experience with Autopilot, Keeper or similar technologies would be advantageous.
• ITIL knowledge or certification is desirable.
• Familiarity with ISO 27001 is desirable.
• Experience working within a regulated or highly structured environment is desirable.
• An understanding of incident, problem and change management is desirable.
• Experience supporting users across multiple locations is desirable.

Responsibilities:

• Act as the first point of contact for IT support across the organisation.
• Manage and triage tickets through NinjaOne.
• Diagnose and resolve hardware, software, account and connectivity issues.
• Provide hands-on and remote support to users.
• Support head office staff through walk-up IT support.
• Provide remote support to users across a national branch network.
• Administer user accounts and devices through Microsoft Entra ID, Intune and Active Directory.
• Support Microsoft 365 users and resolve common M365 issues.
• Carry out first-time fixes wherever possible and ensure solutions are properly implemented.
• Escalate complex incidents to the 2nd Line team where appropriate.
• Maintain accurate documentation and follow structured IT service management processes.
• Work within agreed change, security and compliance procedures.
• Contribute to the ongoing IT transformation programme.

Technologies:

• Active Directory
• Hardware
• Support
• ITIL
• Microsoft 365
• Microsoft Intune
• Network
• Security
• Windows
• Office 365

More:

We are an established IT team based in Manchester, working office-based alongside colleagues in a modern, predominantly Microsoft environment that includes Microsoft 365, Exchange Online, Entra ID, Intune, Autopilot, Active Directory, NinjaOne and Keeper. This role supports around 500 employees across our head office and a national branch network, with a strong focus on genuine technical troubleshooting and high standards of customer service. Our recruitment process includes a practical assessment so we can see both technical ability and how you approach real problems.

last updated 36 week of 2026