1st Line IT Support Analyst

You will be the first point of contact for colleagues across the business, providing both onsite and remote support and ensuring our teams can work smoothly and securely every day.

What you’ll be doing

You will play a key role in delivering a high-quality IT service across the organisation, including:

• Acting as the first point of contact for IT queries via phone, email and service desk tickets
• Diagnosing and resolving common hardware, software and user issues
• Supporting Windows 10 & 11 desktops and laptops
• Managing and progressing tickets through the IT Service Desk in line with agreed SLAs
• Installing, configuring and supporting business applications
• Supporting Microsoft 365 and Exchange Online environments
• Working with Intune, Entra and Autopilot to manage devices and users
• Building and provisioning laptops, mobile phones and user equipment
• Maintaining the IT asset register and documentation
• Updating the IT knowledgebase and improving support processes
• Ensuring IT services align with information security standards
• Keeping users informed and confident through clear communication and updates
• Contributing to out-of-hours support when required
• Occasionally visiting other office locations to provide onsite support

We welcome applications from candidates who enjoy helping others and want to continue building a career in IT., * Previous Service Desk or IT support experience (preferred)

• Experience with Active Directory (on-prem and Entra)
• Experience using Intune and Autopilot
• Experience managing Exchange Online / Microsoft 365 mailboxes
• Relevant IT qualifications such as CompTIA (or working towards)

Personal qualities

• Excellent communication skills and the ability to explain technical issues clearly to non-technical users
• Strong problem-solving skills and attention to detail
• Ability to prioritise, multitask and meet deadlines
• A collaborative team player who can also work independently
• A genuine passion for delivering great customer service, * first line support: 1 year (preferred)

• Competitive salary plus annual performance bonus
• 30 days holiday (including bank holidays), rising to 35 days with service
• Supportive and inclusive culture with a strong team ethos
• Critical Injury Scheme providing financial and wellbeing support
• Career development opportunities within a national utilities organisation
• The chance to build your IT career in a stable and growing business

If you’re looking for a role where you can develop your technical skills while making a real difference to colleagues across the business, we would love to hear from you.

Pay: £28,000.00-£29,500.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• Life insurance
• On-site parking
• Paid volunteer time
• Referral programme
• Sick pay
• Store discount