1st Line Support Engineer

A large, well-established UK organisation is seeking an IT Service Desk Analyst to join their expanding IT function. The organisation is committed to providing high-quality technical support to its workforce and is investing significantly in improving its IT service delivery, stability, and customer experience. You will be joining a collaborative, supportive, and customer-focused technology team with a strong reputation across the business., As an IT Service Desk Analyst, you will be part of a busy team providing 1st and 2nd line support to employees across the UK. Your role will include:

• Handling incidents and service requests via phone, email, portal and walk-ins
• Providing troubleshooting and technical support across Windows OS, M365, MS Office, networks and mobile device management
• Participating in major incident support and escalating issues when required
• Maintaining accurate logs and updates within the IT Service Management tool
• Supporting site setups, relocations and de-commissioning activities
• Contributing to IT projects and continuous improvement initiatives
• Ensuring adherence to IT policies, standards and procedures
• Working as part of a rota to ensure full desk coverage during operational hours

This position may occasionally require travel to other business sites across the UK to provide on-site support.

• Experience within an IT service support or service desk environment
• Strong technical understanding of IT systems, applications and end-user devices
• Hands-on experience supporting Windows OS, MS Office and M365
• Knowledge of networking and mobile device management tools
• Ability to work in a fast-paced, customer-focused environment
• Strong communication, problem-solving and documentation skills
• A methodical, organised approach and the ability to work to deadlines
• ITIL Foundation certification (desirable)

What you'll get in return In return, you will receive:

• A competitive day rate
• Exposure to major IT projects and a wide range of technologies
• A supportive and collaborative team culture
• The chance to contribute to continuous improvement and service excellence