Support Desk Analyst

You’ll support colleagues across the business, resolving incidents and service requests quickly and professionally. Using JIRA, you’ll accurately record, prioritise and resolve tickets within agreed SLAs.

You’ll work with Microsoft 365, Windows 11, macOS, mobile devices, business applications and RMM tools.

Based at our West Office in Bath, Somerset, you’ll work three days onsite and two from home. Increased office attendance, up to five days a week, may occasionally be required for colleague cover.

In This Role, You Will:

• Provide friendly, professional 1st Line IT Support, working with senior colleagues on complex issues.
• Manage and update JIRA incidents and requests, troubleshoot, resolve within SLAs and escalate appropriately.
• Install, configure and maintain laptops, desktops, mobile devices, software and applications; support Windows 11, macOS, Microsoft 365, iOS and Android.
• Remotely monitor and support devices using NinjaOne, Mosyle or similar RMM tools; use PowerShell for basic administration, troubleshooting and automation.
• Administer Exchange Online, Entra ID, SharePoint, Teams and OneDrive; support onboarding/offboarding, including account creation and removal.
• Assist with eDiscovery and Subject Access Requests (SARs).
• Maintain accurate technical documentation and Confluence knowledge bases.

A customer-focused IT professional who enjoys solving problems and helping others, with:

• 1st Line IT Support, Service Desk or similar experience, including ticketing systems and SLAs.
• Experience troubleshooting Windows 11 and supporting Microsoft 365, including Exchange Online, Entra ID, SharePoint, Teams and OneDrive.
• Good Windows and desktop hardware knowledge; basic TCP/IP, routing and switching understanding.
• CompTIA A+ or an equivalent IT qualification.
• Excellent communication and customer service skills, attention to detail and organisation.
• Logical, proactive problem-solving and the ability to work independently and in a team.
• A willingness to learn and develop technical skills.

It Would Be Great If You Also Have:

• NinjaOne, Mosyle or other RMM experience.
• Practical PowerShell experience.
• eDiscovery or SARs experience.
• iOS and Android knowledge.
• Microsoft, networking or other relevant IT certifications.
• Telephony experience, such as Gnatta.
• Knowledge of Linux servers in a virtualised environment.

Salary: £30,000-£32,000 per annum Hours: Full-time, permanent, Monday to Friday Hybrid working pattern: Three days in our Bath-based office and two days working from home Benefits: Free onsite parking, hybrid working, private healthcare, wellbeing perks including 24/7 online GP access

Join Truespeed’s Service Operations team, providing first-line IT support while developing your technical skills within a growing organisation.

About Truespeed

Truespeed is a regional alternative network provider connecting communities to fast, reliable full-fibre broadband, particularly where it’s needed most. We’re passionate about doing things the right way and putting customers first. Our people are at the heart of the business, with our technology teams keeping it connected and running smoothly.