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# 1St Line IT Support Analyst

- **Company:** Proactive.IT Appointments Ltd.
- **Location:** Godalming, UK (Remote available)
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Microsoft Software, Windows Search, Networking Basics, Azure Active Directory, Remote Service Software, Transmission Control Protocol (TCP), Information Technology Outsourcing, ServiceNow IT Service Management, Microsoft InTune, Servicenow
- **Published:** August 30, 2026
- **Apply:** https://www.collegerecruiter.com/job/2815467039-1st-line-it-support-analyst

## About the Role

An exciting opportunity has arisen for an experienced Level 1 Service Desk Engineer to join a growing IT Managed Services team. This is a primarily remote position within a structured Level 0, Level 1 and Level 2 support environment. The Level 1 team manages the majority of incoming technical support requests, providing assistance to end users while working across a broad range of Microsoft technologies and enterprise environments. This role is ideal for someone who is customer-focused, technically curious, and looking to build a long-term career within a fast-paced Managed Services Provider (MSP). Alongside technical ability, attitude, collaboration, problem-solving and excellent customer service are highly valued., * Microsoft Windows Desktop & Server

 * Microsoft 365
 * Microsoft Entra ID
 * Microsoft Intune
 * ITSM platforms (eg ServiceNow)
 * Basic TCP/IP Networking
 * ITIL processes (Incident, Problem, Change & Request Fulfilment)
 * Desktop, laptop, mobile device and printer support, * Self-motivated and proactive
 * Passionate about delivering excellent customer service
 * A logical and structured problem solver
 * Comfortable working independently in a remote environment
 * Collaborative, adaptable and eager to learn
 * Looking to develop a long-term career within IT

Essential Experience

 * Minimum of 3 years' experience in an IT Service Desk or IT Support role
 * Experience providing both remote and onsite support
 * Strong Microsoft 365 support experienceExperience with device management and troubleshooting
 * Good understanding of SLAs, KPIs and IT ticketing processes

## Description

* Provide remote IT support to end users via phone and remote support tools
 * Troubleshoot Windows, Microsoft 365, hardware, printers and basic networking issues
 * Log, manage and resolve support tickets with clear documentation
 * Escalate complex issues to 2nd and 3rd Line Support where appropriate
 * Support user and device administration across Microsoft 365, Entra ID and Intune
 * Assist with onsite support, installations and project work when required
 * Maintain and update technical knowledgebase documentation
 * Ensure service levels (SLAs) and quality standards are consistently met
 * Identify and escalation potential security incidents, * Must be able to commute to Godalming, Surrey for one mandatory office week each month
 * During office weeks, you'll gain hands-on experience including device builds, imaging and collaboration with senior engineers
 * Occasional travel to a customer site near Heathrow for onsite support, troubleshooting and installations


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