> Markdown version of [/jobs/ext/3135456-it-support-engineer-service-desk-analyst](https://www.wearedevelopers.com/jobs/ext/3135456-it-support-engineer-service-desk-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). --- # IT Support Engineer / Service Desk Analyst - **Company:** AWD - **Location:** Taunton, UK (Remote available) - **Salary:** £24,000.0 - £32,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Issue Tracking Systems, Microsoft Office, Microsoft Software, TCP/IP, Windows Desktop, Network Routers, Firewalls (Computer Science), CompTIA Strata - IT Fundamentals - **Published:** September 29, 2026 - **Apply:** https://www.awdo.co.uk/jobs/apply/?id=12037-1 ## About the Role * Previous customer-facing experience * Experience supporting Windows Desktop, Microsoft 365 and Active Directory * Advanced knowledge of the Microsoft suite of products * Experience using a ticketing system * Basic understanding of networking, including TCP/IP, firewalls, routers and switches * Clear communication skills with the ability to explain technical information * Team-focused approach, ownership of tasks and a proactive attitude to improving processes * Passion for IT and problem solving DESIRABLE * Previous experience working within a managed service provider environment * Microsoft 365 Fundamentals * ITIL knowledge or certification * CompTIA IT Fundamentals+ (ITF+) * Customer service training ## Description Join a friendly, forward-thinking IT team supporting managed-service clients across the UK. This customer-focused opportunity suits someone experienced with Windows Desktop, Microsoft 365, Active Directory and ticket-led technical support. If you've also worked in the following roles, we'd also like to hear from you: IT Support Technician, Helpdesk Analyst, Technical Support Engineer, Technical Support Analyst, IT Technician, 1st Line Support Engineer, First Line Support Engineer, Desktop Support Engineer, IT Helpdesk Analyst Successful candidates can expect 25 days' holiday plus bank holidays, training and development opportunities, health and wellbeing support, and free onsite parking., Build your technical breadth in a customer-focused managed-services environment with varied support and project exposure. The IT Support Engineer / Service Desk Analyst helps clients stay productive by resolving day-to-day technology issues and maintaining a high standard of service. The IT Support Engineer / Service Desk Analyst works closely with technical colleagues, balancing multiple tickets, meeting SLAs and escalating issues when appropriate while keeping customers informed. Alongside remote support, the IT Support Engineer / Service Desk Analyst contributes to system checks, knowledge-base improvements, customer guidance and project activity, with site visits when required., Your duties as the IT Support Engineer / Service Desk Analyst include: * Customer Support and Ticket Management: Act as the first point of contact for IT support queries by phone and ticketing system, manage multiple tickets and work to agreed SLAs * Remote Support and Escalation: Provide first-line remote technical support, troubleshoot issues and escalate when needed * User Requests and Updates: Manage installations, user account changes and updates * Security, Health and Backup Checks: Complete daily and weekly security, system health and backup checks * Knowledge Base Improvement: Contribute to and improve the knowledge-base system * Project Support: Assist project engineers across a variety of client projects * Customer Guidance and Training: Provide basic technical training and guidance to customers * Third-Party Liaison: Contact third-party vendors when required * Client Site Support: Attend client sites when required ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Modern Web Development with Nuxt3](https://www.wearedevelopers.com/videos/294-modern-web-development-with-nuxt3) - [Blazor Unleashed: The Future of .NET Web Development](https://www.wearedevelopers.com/videos/1564-blazor-unleashed-the-future-of-net-web-development) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Autism in Tech](https://www.wearedevelopers.com/videos/427-autism-in-tech) - [TypeScript Features That Changed the Game](https://www.wearedevelopers.com/videos/100061-typescript-features-that-changed-the-game) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk)