1st Line Support Engineer

A well-known client of mine needs an experienced 1st Line IT Support Analyst to join its busy Service Desk. You’ll give friendly, responsive support to staff and members by phone, email, Teams and a self-service portal.

What you’ll be doing

• Logging, prioritising and resolving incidents and service requests in an ITSM tool, in line with ITIL processes and SLAs
• Troubleshooting hardware, software, mobile device and account issues using remote support tools
• Creating and managing user accounts and permissions in Active Directory and Office 365
• Setting up and supporting laptops, mobiles and peripherals
• Escalating complex issues to 2nd/3rd line teams
• Writing and updating knowledge base articles

• Proven 1st Line Service Desk experience
• Windows 11 and Office 365
• Active Directory user and access management
• SCCM and Microsoft Intune / Endpoint Manager
• Android mobile device support
• ITSM ticketing tools and working to ITIL
• Good awareness of IT security best practice

Good to know: You may sometimes need to travel within the UK, including the odd overnight stay to help at events.