Helpdesk Analyst

We're working with a small, established business in Colchester who are looking to bring in a Helpdesk Analyst to support their client base.

This is a hands-on 1st Line Support role where you'll be the first point of contact for incoming requests, helping to manage tickets, prepare hardware, and keep documentation up to date.

What you'll be doing

• Managing incoming support tickets and keeping them organised

• Providing 1st line support across Windows, Mac, Microsoft 365 and basic networking

• Escalating issues to 2nd Line Engineers when needed

• Preparing and configuring hardware (laptops, iPads, mobile devices)

• Keeping clear and accurate documentation of work carried out

• Supporting a range of SME clients with day-to-day IT issues

• Around 1 year's experience in an IT support or helpdesk role

• Comfortable troubleshooting across Microsoft environments and general IT issues

• Strong communication skills, able to deal with non-technical users

• Organised and able to manage multiple tickets at once

• A genuine interest in IT and problem solving

• Exposure to PSA or RMM tools would be beneficial but not essential

If you're early in your IT career and looking for a role where you can build your experience across a range of technologies, this could be a good next step.