1st Line IT Support Analyst

Salary: £28,000 - 29,500 per year

Requirements:

• Previous Service Desk or IT support experience preferred
• Experience with Active Directory (on-prem and Entra)
• Experience using Intune and Autopilot
• Experience managing Exchange Online / Microsoft 365 mailboxes
• Relevant IT qualifications such as CompTIA, or working towards them
• Excellent communication skills and the ability to explain technical issues clearly to non-technical users
• Strong problem-solving skills and attention to detail
• Ability to prioritise, multitask and meet deadlines
• A collaborative team player who can also work independently
• A genuine passion for delivering great customer service
• First line support experience: 1 year preferred

Responsibilities:

• Act as the first point of contact for IT queries via phone, email and service desk tickets
• Diagnose and resolve common hardware, software and user issues
• Support Windows 10 and 11 desktops and laptops
• Manage and progress tickets through the IT Service Desk in line with agreed SLAs
• Install, configure and support business applications
• Support Microsoft 365 and Exchange Online environments
• Work with Intune, Entra and Autopilot to manage devices and users
• Build and provision laptops, mobile phones and user equipment
• Maintain the IT asset register and documentation
• Update the IT knowledgebase and improve support processes
• Ensure IT services align with information security standards
• Keep users informed through clear communication and updates
• Contribute to out-of-hours support when required
• Occasionally visit other office locations to provide onsite support

Technologies:

• Active Directory
• Hardware
• Support
• Microsoft 365
• Mobile
• Security
• Windows
• Office 365

More:

We are a growing IT function within a national utilities organisation, offering a full-time office-based role in Livingston. We provide a supportive and inclusive culture with a strong team ethos, competitive salary plus annual performance bonus, 30 days holiday including bank holidays rising to 35 days with service, and a range of benefits including company pension, cycle to work scheme, employee discount, free parking, life insurance, on-site parking, paid volunteer time, referral programme and sick pay. This is a chance to build your IT career in a stable and growing business while making a real difference to colleagues across the organisation.

last updated 38 week of 2026