IT Service Desk Analyst (1st Line)

As an IT Service Desk Analyst, you will be the first point of contact for colleagues requiring technical assistance across the business. You will provide professional, customer-focused support, resolving incidents and service requests efficiently while ensuring an excellent end-user experience.Working within the IT Service Desk team, you will support a modern Microsoft 365 environment, manage incidents and requests through TOPdesk (ITSM), and contribute to the continuous improvement of IT services.This role is ideal for an IT professional with 1-2 years of Service Desk or IT Support experience who is looking to further develop their technical skills and progress their IT career.Key ResponsibilitiesService Desk SupportAct as the primary point of contact for IT incidents and service requests.Log, categorise, prioritise and manage tickets using TOPdesk (ITSM).Deliver high-quality support via telephone, email, remote support tools and face-to-face interactions.Take ownership of incidents through to resolution, ensuring regular communication with users.Escalate complex issues to senior IT teams where appropriate.Microsoft 365 SupportProvide first-line support for Microsoft 365 applications and services.Support users with Outlook, Teams, OneDrive and SharePoint related issues.Assist with Microsoft 365 account administration, licensing and access requests.Troubleshoot email delivery, mailbox access and collaboration platform issues.Support Microsoft Teams meetings, telephony and conferencing services.User Administration & Identity ManagementCreate, amend and disable user accounts.Manage password resets, account unlocks and access permissions.Support Active Directory and Microsoft Entra ID administration tasks.Assist users with Multi-Factor Authentication (MFA) enrolment and troubleshooting.Endpoint & Device SupportDiagnose and resolve issues affecting Windows 11 devices.Support laptops, desktops, printers, mobile phones and peripheral devices.Assist with hardware replacements, device builds and deployments.Maintain asset records and equipment inventories.Incident & Request ManagementEnsure incidents and requests are handled in accordance with agreed service levels (SLAs).Monitor ticket queues and maintain accurate case records.Identify trends and recurring issues for escalation or problem management review.Contribute to service reporting and performance metrics.Knowledge ManagementCreate and maintain knowledge base articles within TOPdesk.Document troubleshooting steps, resolutions and known fixes.Share knowledge across the Service Desk team to improve first-contact resolution rates.Security & ComplianceFollow all IT security policies and procedures.Support cyber-security initiatives, including user awareness and MFA adoption.Escalate suspected phishing, security incidents or data protection concerns.Ensure compliance with company policies and relevant regulatory requirements.Continuous ImprovementIdentify opportunities to improve Service Desk

processes and user experience.Participate in project work where required.Contribute ideas that improve efficiency, self-service and knowledge sharing.What We’re Looking ForEssentialMinimum 1-2 years’ experience in a Service Desk, Helpdesk or IT Support role.Experience using an IT Service Management (ITSM) platform such as TOPdesk, ServiceNow, HaloITSM or similar.Strong customer service and communication skills.Experience supporting Windows desktop operating systems.Experience troubleshooting Microsoft Office and Microsoft 365 applications.Experience managing user accounts and passwords.Ability to prioritise workload effectively and manage multiple tasks simultaneously.Strong troubleshooting and problem-solving skills.Good understanding of ITIL-based support processes.Microsoft 365 Skills & KnowledgeThe successful candidate should have practical experience or strong working knowledge of:Microsoft 365OutlookTeamsOneDriveSharePoint OnlineMicrosoft Office ApplicationsMicrosoft AdministrationMicrosoft 365 Admin CentreUser and licence managementExchange Online fundamentalsMicrosoft Entra ID fundamentalsIdentity and access managementSecurity & CollaborationMulti-Factor Authentication (MFA)Password and account securityMicrosoft Teams collaboration toolsAccess provisioning and permissions managementDesirable SkillsActive Directory administration.Microsoft Entra ID (Azure AD).Microsoft Intune or Endpoint Management.Mobile device support (iOS and Android).VPN and remote connectivity troubleshooting.Hardware deployment and asset management.Knowledge of cyber-security best practices.Experience supporting hybrid working environmentsPreferred QualificationsITIL Foundation.Microsoft 365 Fundamentals (MS-900).Microsoft Azure Fundamentals (AZ-900).CompTIA A+.Relevant IT apprenticeship, college qualification or degree.Personal AttributesA customer-first approachStrong verbal and written communication skillsProfessionalism and accountabilityA positive and proactive

attitudeExcellent attention to detailA willingness to learn and develop new skillsThe ability to remain calm under pressureStrong teamwork and collaboration skillsWhat We Can Offer YouSalary sacrifice pension25 days holiday (increases with service), plus bank holidays & 1 extra day to be taken in the month of your birthdayAdditional holiday purchase schemeFree Tool HireLife Assurance cover 3x salaryShare save schemeEye care vouchersRecommend a friend schemeLearning & Development - commitment to upskilling and developing our people, structured in house training available alongside external training where requiredCycle to work schemeLong service recognitionMy Vp discounts - a variety of discounts and rewards on thousands of well-known brandsDiscounts on HP productsEE mobile contract discount offersGym discountsHealth Shield (discounted premiums on health care cash plan)Employee Assistance ProgrammeVirtual GP ServiceWill Writing & Funeral Concierge ServiceRegit Assist 24/7 accident helpline - free joiningAll the above benefits are managed through our Employee Engagement Platform - SpotlightA Little Bit About UsEstablished in 1954, Vp plc has evolved into a dynamic group of companies with expertise in equipment rental. Our organisation encompasses eleven prominent operating divisions: Airpac Rentals, Brandon Hire Station, Hire Station, MEP Hire, ESS, Groundforce, TPA, Torrent Trackside, Vp Rail, UK Forks and CPH.Across these divisions, we proudly provide an extensive range of specialist products and comprehensive services tailored to various industries. Our offerings cater to diverse sectors such as construction, civil engineering, rail, water, oil and gas, outdoor events, and housebuilding.With a rich history and a commitment to excellence, Vp plc is your trusted partner for all your equipment rental needs.Vp plc is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills.