1st Line IT Support Analyst

The Job Guru

Lamport, UK

2 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

2 years minimum

Compensation

£28,000.0 - £32,000.0

Working hours

Regular working hours

Job source

find.jobs

Tech stack

Microsoft Windows Active Directory Business Software Desktop Computing Issue Tracking Systems Remote Service Software Microsoft SharePoint Windows Desktop Peripherals Computer Equipment Patch Management Laptops

+2 more

Comptia IT Fundamentals (ITF+) User Accounts

Job description

Provide first-line technical support to end users, ensuring the timely resolution of routine IT incidents and service requests. Support desktop hardware, software, user accounts and standard business applications while delivering excellent customer service and maintaining agreed service levels. This role includes a structured development plan (see below) to progress into a full 1st & 2nd Line Support Technician position., 1st Line Support

Act as the first point of contact for IT support requests via phone, email, and ticketing system.
Log, prioritise, and manage incidents and service requests.
Resolve common hardware, software, and accountrelated issues.
Reset passwords and unlock user accounts.
Install standard software and configure user devices.
Escalate unresolved or complex issues to 2nd line engineers with clear, accurate detail.
Keep users informed of ticket progress.
Maintain accurate documentation within the service desk system.
Monitor patch management tools.

Requirements

Windows 10/11 user level troubleshooting
Microsoft 365 basic administration (password resets, mailbox access, Teams/OneDrive support)
Active Directory basic user/account administration (with guidance)
Hardware diagnostics (desktops, laptops, printers, peripherals)
Remote support tools
ITSM/ticketing systems
Excellent troubleshooting skills
Strong communication and customer service

Experience

02 years’ experience in an IT Service Desk, helpdesk or desktop support environment (or equivalent training/placement experience).
Some exposure to supporting Windows desktop environments.
Awareness of Microsoft 365 in a business setting.
Interest in working towards ITILaligned service management practices., * CompTIA A+
CompTIA IT Fundamentals (ITF+)
Microsoft 365 Certified: Fundamentals (MS900)

Personal Attributes Strong analytical and problemsolving skills. Excellent communication skills. Customerfocused approach. Ability to prioritise workload. Ability to work independently and as part of a team. Genuine enthusiasm for learning and developing technical skills. Positive, proactive attitude.

Typical Technologies Supported

Windows 10/11 Microsoft 365 Microsoft Teams Active Directory (basic/guided) OneDrive & SharePoint Online Standard business hardware and peripherals