1st Line Service Desk Engineer / IT Support Analyst

• Provide 1st line technical support via phone, email and remote support tools
• Log, prioritise, manage and resolve incidents and service requests in line with SLAs
• Troubleshoot Windows desktop, laptop, software and peripheral issues
• Support Microsoft Office, Outlook and Microsoft 365 applications
• Carry out basic user account and access administration
• Escalate more complex incidents while maintaining ownership and customer communication
• Maintain accurate ticket updates, technical documentation and knowledge articles
• Work collaboratively with 2nd and 3rd line engineers and other technical teams
• Work flexible start and finish times between 8am and 6pm as part of the service desk rota

Technologies:

• Active Directory
• Azure
• Support
• ITSM
• Microsoft 365
• Security
• Windows
• Office 365
• Cloud

More:

We are a growing Managed Services Provider based in Basingstoke, initially offering an office-based role with hybrid working available once established. We provide front-line end-user computing support to a varied customer base across the public and private sectors, with strong opportunities to broaden technical knowledge and progress into 2nd and 3rd line support. The role offers excellent exposure to a wide range of customer environments and technologies, along with excellent benefits and a busy, varied working environment.

• Previous experience in an IT service desk, helpdesk or end-user support role, ideally around 2-3 years
• Strong customer communication skills, with the confidence to support users at all levels
• Good troubleshooting and problem-solving ability
• Experience supporting Windows desktop and laptop operating systems
• Experience supporting Microsoft Office applications and Outlook
• Ability to prioritise effectively and remain organised in a fast-paced, ticket-driven environment
• Positive, proactive approach and a genuine interest in developing across new technologies
• Eligibility to obtain the required security clearance
• Desirable: Microsoft 365 support
• Desirable: Active Directory or Microsoft Entra ID user administration
• Desirable: Exposure to Microsoft Azure, Intune or endpoint management
• Desirable: Experience using ITSM or ticketing systems
• Desirable: Basic networking knowledge, including DNS, DHCP, Wi-Fi and connectivity troubleshooting
• Desirable: Exposure to antivirus, backup, virtualisation, monitoring or remote support technologies
• Desirable: Previous MSP or managed services experience