1st/2nd Line IT Support Analyst

We are seeking a 1st/2nd Line IT Support Analyst to provide day-to-day technical support across the business. The role will initially focus on 1st line support, acting as the first point of contact for IT issues, with the opportunity to progress into more complex 2nd line work as your skills and experience develop. You will be confident working independently, keeping users informed, and escalating issues to colleagues or external suppliers when required., 1st line support (day to day)

• Act as the first point of contact for IT support requests, by phone, email, and via the helpdesk/ticketing system
• Log, prioritise, and track all incidents and requests through to resolution, keeping users updated on progress
• Reset passwords and manage user accounts in Active Directory and Microsoft 365
• Set up and configure equipment for new starters, including PCs, laptops, and mobile devices
• Manage the physical IT asset lifecycle - goods in, tagging, storage, and disposal of old kit
• Provide first-line troubleshooting for hardware, software, printers, and other peripherals
• Support staff with everyday use of Microsoft 365 applications (Outlook, Teams, SharePoint, etc.)
• Maintain accurate records of IT assets, licences, and support tickets
• Provide basic cyber security guidance to staff (e.g. spotting and reporting phishing emails)
• Escalate unresolved issues to 2nd line colleagues or third-party suppliers as appropriate

2nd line support and development

• Assist with more complex troubleshooting of network, server, and system issues
• Support administration of Active Directory, Microsoft 365, and other core business systems
• Help with IT projects such as equipment rollouts, software upgrades, and office moves
• Carry out basic network troubleshooting (Wi-Fi, VPN, connectivity, printers)
• Liaise with third-party IT suppliers and vendors on escalated issues
• Help maintain clear, up-to-date IT documentation and support procedures

Essential

• Full UK driving licence
• Comfortable working as part of a small IT team, with the confidence to work independently, take ownership of support requests, and seek guidance or escalate issues when needed
• Some experience in an IT support/helpdesk role, or strong personal/academic IT experience
• Good working knowledge of Windows operating systems and Microsoft 365
• A basic understanding of networking concepts (IP addresses, Wi-Fi, VPN)
• Excellent customer service skills, with a patient, professional manner
• Strong problem-solving skills and good attention to detail
• Able to prioritise and manage a varied daily workload
• Clear, confident communicator, comfortable explaining technical issues to non-technical staff

Desirable

• A relevant IT qualification (e.g. CompTIA A+, ITIL Foundation, or equivalent)
• Experience administering Active Directory and Microsoft 365
• Experience using a helpdesk/ticketing system
• Previous experience in a similar industry
• Basic scripting knowledge (e.g. PowerShell) for routine automation

Pulled from the full job description

• Free parking
• Private medical insurance
• On-site parking

Powertherm Contract Services Ltd is a Sheffield-based industrial services provider with over 30 years’ experience, delivering specialist services including insulation, coatings, scaffolding, access, and maintenance across a range of industrial sectors. We support safe, efficient operations, with the scale to deliver major contracts and the responsiveness of a close-knit business committed to developing its people.