Desktop/IT Support Analyst - 1st/2nd Line

Desktop/IT Support Analyst - 1st/2nd Line - Fareham/Southampton/Portsmouth

Location: Southampton - 3 days days Fareham/Southampton, Central London 1 day a week and 1 from home - Ideal if you are based in Hampshire

We're looking for a proactive IT Support Analyst to join a growing IT function, supporting users across multiple sites. This is a hands-on, high-impact role with a clear opportunity to evolve from 1st line into broader 1st/2nd line support as the function matures.

You'll play a key role in keeping the business running day-to-day, while also helping to improve IT processes, user experience, and service delivery standards.

Role responsibilities:

• Deliver high-quality 1st line support, with increasing exposure to 2nd line responsibilities
• Own, manage, and resolve tickets end-to-end using FreshService (ITSM tool)
• Support a Microsoft-first environment (Microsoft 365, Teams, Windows OS)
• Troubleshoot issues across devices, applications, and user access
• Provision, configure, and maintain laptops and mobile devices (MDM via Endpoint Manager)
• Work closely with third-party vendors to resolve incidents and optimise services
• Create clear documentation and user guides to improve self-service
• Design and implement a structured onboarding process for new starters
• Provide white glove support to VIP users and senior stakeholders

Key skills & experience:

• Experience in a 1st line/Service Desk role, with the ability to step into 2nd line support
• Strong Microsoft 365 and Microsoft Teams support experience
• Solid knowledge of Windows environments
• Experience using ITSM tools (FreshService preferred)
• Experience with MDM solutions (Microsoft Endpoint Manager/Intune)
• Strong troubleshooting and problem-solving capability
• Excellent communication skills with a customer-first mindset

Nice to have:

• Exposure to Mac, iOS, and Android environments
• Understanding of IAM principles, including RBAC (Role-Based Access Control)
• Familiarity with ITIL framework
• Experience improving processes or implementing new ways of working
• Previous experience supporting VIP users or senior stakeholders

Location & working pattern:

• Ideally based in Hampshire
• 3 days per week in the Fareham office
• 1 day per week in the London office
• 1 day per week working from home

• Experience in a 1st line/Service Desk role, with the ability to step into 2nd line support
• Strong Microsoft 365 and Microsoft Teams support experience
• Solid knowledge of Windows environments
• Experience using ITSM tools (FreshService preferred)
• Experience with MDM solutions (Microsoft Endpoint Manager/Intune)
• Strong troubleshooting and problem-solving capability
• Excellent communication skills with a customer-first mindset

Nice to have:

• Exposure to Mac, iOS, and Android environments
• Understanding of IAM principles, including RBAC (Role-Based Access Control)
• Familiarity with ITIL framework
• Experience improving processes or implementing new ways of working
• Previous experience supporting VIP users or senior stakeholders