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# IT Service Desk Analyst - 1st & 2nd Line IT Support

- **Company:** Mackenzie Jones
- **Location:** Littleport, UK
- **Salary:** £30,000.0 - £35,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Active Directory, User Authentication, Microsoft Online Services, Business Software, Microsoft Outlook, Business Systems, Software as a Service, Desktop Computing, Issue Tracking Systems, Virtual Private Networks (VPN), Network Troubleshooting, Productivity Software, Azure Active Directory, Cloud Services, Windows Desktop, Wi-Fi Technology, Data Logging, ServiceNow IT Service Management, Office365, Tablet Computers, Break Fix, Peripherals, Microsoft InTune, Information Technology, Laptops, User Administration, User Accounts
- **Published:** October 22, 2026
- **Apply:** https://find.jobs/jobs-near-me/apply/ats-redirect/?id=3031456854-2

## About the Role

Seeking to secure a technically capable, customer-focused IT Service Desk Analyst with 1st & some 2nd Line IT Support experience to join the Business Systems team of a leading international organisation., * Previous experience in a 1st & 2nd Line IT Support, IT Service Desk, IT Helpdesk or Desktop Support environment.

 * Experience supporting IT Services within Manufacturing or Supply Chain or other fast-paced commercial environments.
 * Exposure to Microsoft Entra ID, Active Directory, Exchange Online or Microsoft Intune.
 * Familiarity with ITIL principles, Incident Management, Service Request Fulfilment & SLA-driven support.
 * Experience supporting geographically dispersed users or multiple business locations.
 * IT qualifications or certifications such as CompTIA A+, Microsoft Fundamentals or ITIL Foundation.

## Description

The role will involve delivering hands-on technical support across Microsoft 365, Cloud Services, Windows devices, Business Applications, User Account Administration & End-User infrastructure, alongside managing IT Incidents & Service Requests through to resolution.
Working closely with internal Infrastructure teams, third-party suppliers & international IT colleagues, you will provide responsive and effective IT Support, ensuring technical issues are resolved efficiently and within agreed Service Level Agreements (SLAs).
Technical Skills Required:

 * 1st & some 2nd Line IT Support: Hands-on troubleshooting and resolution of hardware, software, business application, connectivity & end-user computing issues.
 * Microsoft 365: Supporting & troubleshooting Microsoft 365 applications, including Outlook, Teams, Word, Excel & other Microsoft productivity tools.
 * Active Directory / User Administration: Creating, modifying & disabling user accounts, managing passwords, access permissions and user authentication.
 * Cloud Services: Supporting cloud-based applications, user access, connectivity and associated technical issues.
 * Windows Desktop Support: Troubleshooting Windows Operating Systems, Desktop PCs, Laptops, Peripherals & End-User Devices.
 * IT Service Management / Ticketing Systems: Logging, categorising, prioritising, investigating and resolving incidents and service requests through an IT ticketing platform.
 * Incident Management & SLAs: Taking ownership of technical issues from initial contact through to resolution or escalation - ensuring accurate documentation, regular user updates and adherence to agreed service levels.
 * IT Hardware & Device Provisioning: Configuration, deployment, maintenance & support of Laptops, Desktops, Mobile Phones, Tablets & other IT equipment.
 * Networking / Connectivity: Troubleshooting network connectivity, Wi-Fi, VPN & general user access issues.
 * Business Applications Support: Providing technical assistance and troubleshooting for business-critical applications and systems.
 * IT Infrastructure Support: Working alongside internal Infrastructure teams & external Suppliers to investigate, escalate and resolve more complex technical incidents.
 * Major Incident Support: Supporting major incident management, technical escalations & continual service improvement initiatives.
 * Customer Service & Communication: Excellent communication skills, strong problem-solving ability and a proactive, customer-focused approach to IT support.