IT Support Analyst - 1st line

The IT Support Analyst will act as the first point of contact for IT-related issues across the business, providing effective technical support to end users while ensuring service requests and incidents are managed in accordance with departmental procedures and service level agreements (SLAs). The role involves supporting users with hardware, software, mobile devices and connectivity issues, as well as assisting with the setup and configuration of equipment for new starters and leavers.

• Good understanding of Microsoft Windows operating systems.
• Basic knowledge of Microsoft 365 applications.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to prioritise workload and manage multiple tasks.
• Strong attention to detail and documentation skills.
• Willingness to learn new technologies and processes.
• GCSEs (or equivalent) including Maths and English.

Desirable Skills and Experience

• Previous experience in a helpdesk, service desk or customer support environment.
• Knowledge of Active Directory, Office 365 Administration tools
• Familiarity with ticketing systems.
• Understanding of networking fundamentals, Wi-Fi and device connectivity.
• IT qualifications such as CompTIA A+, Microsoft Fundamentals, BTEC, * CompTIA
• 1st line support
• IT Helpdesk