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# 1st Line Support Analyst

- **Company:** Dawsongroup plc
- **Location:** Milton Keynes, UK
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Business Systems, Remote Service Software, VMware Horizon View, Microsoft InTune
- **Published:** September 10, 2026
- **Apply:** https://www.collegerecruiter.com/job/2847391377-1st-line-support-analyst

## About the Role

You will bring a helpful, curious approach and enjoy working through technical issues in a calm and structured way. Not sure you meet every point below? We value potential, transferable skills and a willingness to learn, so please do not rule yourself out.

 * Experience supporting users in a Help Desk, Desktop Support or similar technical service environment
 * Working knowledge of Microsoft Windows, with basic administration experience across Active Directory, Microsoft 365 and VMware Horizon
 * Experience deploying or managing devices through Microsoft Intune
 * An understanding of ITIL Service Management principles, with ITIL Foundation or Microsoft fundamentals certifications welcomed but not essential
 * Clear communication, strong problem solving skills and a customer focused approach, with the confidence to take ownership and ask for support when needed

## Description

Are you a 1st Line Desktop Support Analyst, IT Support Analyst or Help Desk Analyst looking for a role where you can build your technical experience while making a visible difference to colleagues every day? Based in Milton Keynes, this permanent Group IT role is the first point of contact for incidents and service requests, helping users get back to work quickly while keeping communication clear throughout each ticket.

 * Provide first line IT support across a range of business systems and technologies by telephone, email, remote support tools and face to face
 * Diagnose and resolve common hardware, software, network and access issues, including password resets and account administration
 * Log, categorise, prioritise and manage tickets through the Help Desk platform, keeping records accurate and progressing work within agreed SLAs
 * Configure, deploy and support desktops, laptops, peripheral equipment and Android and iPhone mobile devices, including device management through Microsoft Intune
 * Identify recurring issues, contribute to the knowledge base and escalates complex incidents to 2nd Line Support while maintaining ownership and communication, This role offers a strong starting point for someone who wants to deepen their technical knowledge and develop within a broad Group IT environment. You will gain exposure to a varied technology estate, work closely with experienced 2nd Line colleagues and have access to support that can help you shape your next career step.
 * Funded training and internal progression pathways, both nationally and worldwide
 * 24 days standard leave allowance + Birthday + plus Bank Holidays + up to 10 days extra (time served and purchase scheme)
 * 2x life assurance scheme and long term incentives
 * Cycle to work schemes and seasonal gifts
 * Wellbeing and mental health support


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