1st Line IT Support Helpdesk Analyst

Join our technical team as a 1st Line IT Support Helpdesk Analyst and build your IT career with a company that invests in your development. You'll be the first point of contact for IT support queries from our clients, working with modern Microsoft cloud technologies., Modern Technology Stack - Azure, Microsoft 365, SharePoint, OneDrive Supportive Team - Experienced 2nd and 3rd line technicians to learn from Work-Life Balance - No weekends or bank holidays. What You'll Do

Daily Responsibilities:

• Be the first point of contact for IT support via phone, email, and ticketing system
• Diagnose and resolve hardware, software, and network issues remotely
• Handle user account management (password resets, Microsoft 365 provisioning)
• Document all issues and solutions thoroughly in our ticketing system
• Escalate complex problems to 2nd line with detailed handover notes
• Provide excellent customer service to users with varying technical knowledge

• Windows 10/11 administration and troubleshooting
• Microsoft 365 tenant administration (Exchange Online, SharePoint, OneDrive)
• Office Applications (Word, Excel, Outlook)
• Command line troubleshooting
• Remote support tools experience

Core Competencies:

• Excellent problem-solving and logical thinking
• Outstanding verbal and written communication
• Strong customer service mindset
• Meticulous attention to detail
• Ability to multitask and adapt to changing priorities in an MSP environment
• Team player with collaborative approach

Experience:

• 6-12 months IT helpdesk/technical support experience
• OR strong IT foundation with demonstrable passion for learning

Desirable Skills (Not Essential)

• RMM platform experience (NinjaOne or similar)
• Basic networking knowledge (TCP/IP, DNS, DHCP)
• Hardware troubleshooting
• Healthcare/regulated environment experience
• Microsoft certifications
• PowerShell basics
• PSA/ticketing system experience, * Genuinely enjoys solving technical problems and helping people
• Stays calm under pressure and multitasks effectively
• Takes pride in excellent customer service
• Is curious about technology and eager to learn
• Communicates clearly with technical and non-technical users
• Pays attention to detail and follows through
• Works well independently and as part of a team
• Wants a long-term IT career with clear progression

• £25,000 - £30,000 salary (depending on experience)
• Company pension scheme
• No weekend or bank holiday work

Bleckfield Limited is a growing Microsoft Solutions Partner specialising in IT support and managed services for care homes and healthcare organizations across the UK. We're a close-knit team of IT professionals passionate about delivering high-quality technical support to organizations that make a real difference in people's lives.