> Markdown version of [/jobs/ext/2426587-ict-support-analyst](https://www.wearedevelopers.com/jobs/ext/2426587-ict-support-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # ICT Support Analyst - **Company:** The Hill Group - **Location:** Waltham Abbey, UK - **Salary:** £37,404.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Microsoft Outlook, Cyber Security, Computer Networks, Dynamic Host Configuration Protocol, Common Desktop Environments, Domain Name System (DNS), Multi-Factor Authentication, Identity and Access Management, Issue Tracking Systems, IP Addressing, Virtual Private Networks (VPN), Password Management, Windows PowerShell, Azure Active Directory, Phishing, Virtual Local Area Networks, EndPointSecurity, Wi-Fi Technology, Data Logging, Microsoft InTune, Deployment Automation - **Published:** August 6, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5831461684 ## About the Role The ideal candidate will be confident providing first line support in a modern Microsoft 365 environment, with a strong customer service mindset and the ability to resolve common issues quickly, securely and professionally. · Minimum 1 years' experience in a 1st Line, Service Desk, IT Helpdesk or Technical Support role. · Foundation supporting Windows 11 devices, Microsoft 365 apps, Outlook, Teams, OneDrive · Working knowledge of Microsoft 365 administration, Active Directory and Microsoft Entra ID for user, group and access management. · Experience logging, prioritising, updating and resolving incidents and service requests through a ticketing system in line with agreed SLAs. · Ability to diagnose and resolve common desktop, laptop, mobile, printer, network, VPN, Wi-Fi and application issues at first contact where possible. · Awareness including MFA, password management, phishing awareness · Ability to build, rebuild, configure and deploy devices for new starters, leavers, movers and replacement hardware., · Communicate clearly and professionally with users at all levels, explaining technical issues in plain English. · Work well as part of a team, contribute ideas for service improvement and support continuous improvement of the IT service desk. · Manage multiple tasks at once, prioritise work effectively and stay calm under pressure. · Demonstrate good judgement, attention to detail and a proactive approach to identifying recurring issues or potential risks. · Basic understanding of networking concepts, including IP addressing, DNS, DHCP, VLANs, Wi-Fi and wired connectivity. · Willingness to learn modern workplace technologies such as Microsoft Intune, Defender for Endpoint, Windows Autopilot, PowerShell and automation tools. ## Description · Support joiner, mover and leaver processes, ensuring equipment, accounts and permissions are prepared or removed accurately and on time. · Provide remote and deskside support to internal users across offices, project sites and hybrid working locations. · Attend project site offices when required to assist with IT setup, connectivity, equipment installation and user support. · Escalate issues appropriately to 2nd Line, Infrastructure, Cyber Security or third-party suppliers, providing clear notes, evidence and troubleshooting steps already completed. · Maintain accurate asset records, ticket updates, knowledge base articles and user-facing IT documentation. ## Related Videos - [The Sound of Privacy – What Your Spotify Data Reveals About You](https://www.wearedevelopers.com/videos/100346-the-sound-of-privacy-what-your-spotify-data-reveals-about-you) - [Passkeys: Truly Phishing-Resistant? 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