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# IT Support Engineer / Service Desk Analyst

- **Company:** AWD
- **Location:** London, UK (Remote available)
- **Salary:** £28,000.0 - £34,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Apple Mac Systems, Laptops
- **Published:** September 26, 2026
- **Apply:** https://www.awdo.co.uk/jobs/apply/?id=12026-1

## About the Role

* Relevant IT support experience

 * Familiarity with ITIL Foundation

 * Strong troubleshooting and problem-solving skills

 * Ability to manage pressure, deadlines and changing priorities

 * Excellent customer service, interpersonal and communication skills

 * Proactive approach, strong work ethic and commitment to continuous learning

 * Ability to collaborate effectively within an inclusive, supportive team

DESIRABLE

 * IT support experience gained in a managed service provider environment

 * Microsoft certifications such as AZ-900, MS-900 or SC-900

## Description

Join a supportive, fast-paced technology team providing first-line support to clients. This opportunity suits someone with relevant IT support experience, strong customer service skills and a drive to keep learning and developing., Build your technical knowledge while helping clients stay productive and supported in a lively, collaborative environment. The IT Support Engineer / Service Desk Analyst provides first-line troubleshooting across devices, operating systems, user access and business technology.

Working with colleagues and end users, the IT Support Engineer / Service Desk Analyst combines clear communication with accurate incident handling, documentation and timely escalation.

Microsoft certification training gives the IT Support Engineer / Service Desk Analyst opportunities to develop knowledge across Modern Desktop, Intune and Azure while contributing ideas that improve service delivery., Your duties as the IT Support Engineer / Service Desk Analyst include:

 * Incident Logging and Prioritisation: Act as the first point of contact for IT queries, logging, categorising and prioritising incidents

 * Technical Troubleshooting: Diagnose and resolve basic issues across desktops, laptops, mobile devices, Windows and macOS, escalating more complex problems when required

 * User Access and Security: Handle password resets, account updates and multifactor authentication using Active Directory, Azure AD and similar systems

 * Hardware and Software Support: Install, configure and maintain hardware and software to support smooth business operations

 * Documentation and Knowledge Management: Maintain clear, current records and contribute to knowledge resources

 * Customer Service and Communication: Provide professional updates, useful guidance and jargon-free explanations to end users

 * Service Improvement: Identify recurring issues and contribute to process optimisation and service improvements

 * Learning and Development: Take part in Microsoft certification training covering Modern Desktop, Intune and Azure platforms


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