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# 1st Line Service Desk Engineer / IT Support Analyst

- **Company:** Smartsearch Recruitment
- **Location:** Basingstoke, UK
- **Experience:** Experienced
- **Salary:** £30,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Antivirus Softwares, Microsoft Azure, Backup Devices, Microsoft Outlook, Cloud Computing, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Microsoft Office, Networking Basics, Azure Active Directory, Remote Service Software, Virtualization Technology, Windows Desktop, Wi-Fi Technology, Office365, Microsoft InTune, User Administration
- **Published:** October 16, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5928847760

## About the Role

* 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

## Description

* 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.