IT Support Engineer / Service Desk Analyst

A varied opportunity awaits someone who enjoys solving practical technology problems and supporting colleagues across offices and operational sites. The IT Support Engineer / Service Desk Analyst will combine remote and desk-side support with device, account and asset administration.

Working within a small team, the IT Support Engineer / Service Desk Analyst will help keep users informed while following clear escalation, security and governance processes.

Training on internal systems, tools and processes will help the IT Support Engineer / Service Desk Analyst build knowledge while supporting compliance, documentation, projects and system rollouts.

DUTIES

Your duties as the IT Support Engineer / Service Desk Analyst include:

• User Support and Service Delivery: Provide support by telephone, email, remote tools and in person across company locations and to remote users

• Incident and Request Management: Log, diagnose, resolve and update incidents and service requests, keeping users informed and escalating when required

• Workplace Technology Support: Troubleshoot Microsoft 365, hardware, software, printing, Wi-Fi, VPN, access and connectivity issues

• Endpoint and Device Management: Build, configure, deploy and support laptops, desktops, mobile devices, peripherals and meeting-room equipment

• Software, Patching and Compliance: Install approved software and support patching, security configuration, compliance checks and remediation

• Asset and Licence Records: Maintain accurate asset, software and licence records and support secure allocation, return, storage and disposal

• Identity and Access Administration: Support authorised account, password, MFA and access changes using approved tools

• Joiners, Movers and Leavers: Prepare accounts and equipment, maintain records and escalate unusual or higher-risk requests

• Information Security and Audit Support: Maintain audit-ready records and support compliance evidence, audits, vulnerability remediation and security-incident actions

• Documentation and Improvement: Maintain support documentation, identify recurring issues and help standardise or automate routine activities

• Projects and Supplier Liaison: Support projects and system rollouts, liaise with approved suppliers and provide diagnostics through to resolution

• Risk and Escalation: Escalate significant incidents, risks and higher-risk operational or security decisions appropriately

• Previous experience providing IT support or troubleshooting workplace technology in an office, factory or similar operational environment

• Confidence troubleshooting computers, user accounts, hardware, software, printing, connectivity and access issues

• Ability to record issues clearly, work through problems methodically, keep users informed and escalate appropriately

• Security-conscious approach and willingness to follow established patching, antivirus and secure-device processes

• Professional, helpful and customer-focused approach with clear written and verbal communication

• Organised, reliable and attentive to detail, with sound judgement, confidentiality and a willingness to learn and take ownership

• Ability to work on site Monday to Friday and attend other company locations when required; occasional out-of-hours work may be required subject to company arrangements

DESIRABLE

• Knowledge of Windows 11, Outlook, Teams, OneDrive, mobile devices, peripherals, Wi-Fi, IP addressing and VPNs

• Familiarity with Active Directory, Microsoft Entra ID, Group Policy, endpoint-management or software-deployment tools

• Experience supporting multiple sites, remote users, meeting-room equipment, assets, licences or secure disposal

• Awareness of information security and compliance standards, audit evidence or operational controls

• Knowledge of the steel industry or construction-specific software

• Relevant CompTIA, Microsoft, BTEC or equivalent qualification

• Experience of ticketing or remote support tools

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