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

• Deliver hands-on technical support for Microsoft 365, cloud services, Windows devices, business applications, user accounts, and end-user infrastructure.
• Manage IT incidents and service requests through to resolution or escalation.
• Troubleshoot and resolve hardware, software, business application, connectivity, and end-user device issues.
• Log, categorise, prioritise, investigate, and resolve incidents and service requests using an IT ticketing platform.
• Take ownership of technical issues from initial contact through resolution or escalation, maintaining accurate documentation, providing user updates, and meeting agreed service levels.
• Configure, deploy, maintain, and support laptops, desktops, mobile phones, tablets, and other IT equipment.
• Work with internal infrastructure teams, third-party suppliers, and international IT colleagues to investigate and resolve technical issues.
• Support major incident management, technical escalations, and continual service improvement initiatives.

Technologies:

• Active Directory
• Cloud
• Excel
• Hardware
• Incident Management
• Support
• ITIL
• Microsoft 365
• Microsoft Intune
• Mobile
• Network
• VPN
• Windows
• Office 365
• ITSM

• Hands-on 1st- and some 2nd-line IT support experience, troubleshooting hardware, software, business application, connectivity, and end-user computing issues.
• Experience supporting Microsoft 365 applications, including Outlook, Teams, Word, Excel, and other productivity tools.
• User account administration, including creating, modifying, and disabling accounts, managing passwords and access permissions, and supporting authentication.
• Experience supporting cloud services, Windows operating systems and devices, IT hardware, business applications, and end-user infrastructure.
• Familiarity with IT service management or ticketing systems, incident management, service requests, and SLA-driven support.
• Ability to troubleshoot network connectivity, Wi-Fi, VPN, and user access issues.
• Strong communication and problem-solving skills, with a proactive, customer-focused approach.
• Previous experience in a 1st- and 2nd-line IT support, service desk, helpdesk, or desktop support environment is desirable.
• Experience supporting manufacturing, supply chain, or other fast-paced commercial environments is desirable.
• Exposure to Microsoft Entra ID, Active Directory, Exchange Online, or Microsoft Intune is desirable.
• Familiarity with ITIL principles, incident management, service request fulfilment, or supporting geographically dispersed users is desirable.
• IT qualifications or certifications such as CompTIA A+, Microsoft Fundamentals, or ITIL Foundation are desirable.
• Must be eligible to work in the UK.

We are seeking a technically capable, customer-focused IT Service Desk Analyst to join the Business Systems team of a leading international organisation. This is a permanent role based in North Cambridgeshire, with four days per week onsite. The salary is £30,000-£35,000, plus an excellent benefits package: 31 days annual leave including bank holidays, salary sacrifice pension, health cash plan, life assurance and income protection, employee assistance programme, training and professional development, retail and supermarket discounts, cycle-to-work scheme, electric car salary sacrifice scheme, eyecare contributions, employee referral scheme, and regular wellbeing initiatives.