1st Line IT Support Analyst

• Act as the first point of contact for IT support queries via phone, email and service desk.
• Log, categorise and prioritise incidents using the ticketing system.
• Troubleshoot hardware, software, Microsoft 365 and networking issues.
• Resolve common support requests including password resets, user account administration and software installations.
• Escalate more complex issues to specialist support teams with clear documentation.
• Monitor alerts and proactively identify potential issues before they impact customers.
• Keep customers informed throughout the lifecycle of their support requests.
• Maintain accurate documentation and contribute to the knowledge base.
• Work to agreed Service Level Agreements (SLAs) while delivering an exceptional customer experience.
• Collaborate with colleagues across the wider IT support function to achieve successful outcomes.

Technologies:

• Active Directory
• Azure
• Hardware
• Support
• ITSM
• JIRA
• macOS
• Microsoft 365
• ServiceNow
• TCP/IP
• Windows
• Office 365
• Cloud

• Previous experience in a 1st Line IT Support or Service Desk role.
• Good knowledge of Windows and/or macOS operating systems.
• Experience supporting Microsoft technologies including Azure, Intune and Microsoft Defender.
• Familiarity with Active Directory and user administration.
• Experience using ITSM or ticketing platforms such as ServiceNow, Jira or similar.
• Understanding of networking fundamentals including TCP/IP, DNS and DHCP.
• Experience supporting Microsoft Outlook, Exchange and Microsoft 365 applications.
• Excellent communication and customer service skills.
• Strong problem-solving abilities with good attention to detail.
• A willingness to learn, develop and work as part of a supportive team.

We are a growing Managed Services team supporting a diverse portfolio of business customers across the UK. This is a permanent, office-based role in Camberley, offering a salary of £28,000 to £30,000 plus excellent benefits. We offer generous annual leave, a birthday day off, a company pension with employer contribution, private health and dental support, an Employee Assistance Programme, life assurance, an employee discounts platform, a Cycle to Work scheme, team incentives and recognition programmes, and a paid volunteering day. We are looking for a customer-focused 1st Line IT Support Analyst who wants to develop their career in a collaborative, fast-paced environment and build a long-term future in IT.