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# IT Support Technician / Service Desk Analyst

- **Company:** AWD
- **Location:** Bristol, UK (Remote available)
- **Experience:** Starter
- **Salary:** £28,000
- **Contract:** Temporary contract
- **Skills:** Cyber Security, Open Source Technology, Software Engineering
- **Published:** October 17, 2026
- **Apply:** https://www.awdo.co.uk/jobs/apply/?id=12120-1

## About the Role

* Entry-level IT support exposure or completion of a relevant internship programme

 * Computer literacy, including Microsoft Word, Excel and Teams

 * Strong written and verbal communication skills, including explaining complex incidents clearly

 * Critical thinking, decision-making and problem-solving skills

 * Ability to work effectively in a busy environment and adapt to changing circumstances

 * Active listening skills and a client-focused approach

 * Ability to communicate and work across different cultures and social groups

 * Ability to plan ahead and support a knowledge-sharing culture

 * Sound understanding of intellectual property and open-source licensing in the context of software development

 * Good understanding of information security and data privacy requirements

 * Right to work in the UK is required; visa sponsorship is not available

## Description

Build your IT support career in a collaborative managed services team, providing first-line incident, request and access support for clients. This entry-level opportunity suits IT graduates and candidates with strong communication, problem-solving and computer literacy skills, with a provisional November 2026 start.

If you've also worked in the following roles, we'd also like to hear from you: Helpdesk Analyst, Technical Support Analyst, IT Technician, First Line Support Analyst, IT Helpdesk Analyst, Support Desk Analyst, Helpdesk Technician, IT Support Analyst, Technical Support Technician

A strong benefits package includes 25 days' holiday plus bank holidays, a company pension, health cash plan, income protection and training and development., Your duties as the Junior IT Support Technician / Service Desk Analyst include:

 * Incident and Request Management: Log, manage and progress incidents and approved service requests accurately in line with procedures, SLAs and KPIs

 * Client Support and Communication: Provide telephone or chat support, keep clients informed and communicate complex incidents clearly to internal and external stakeholders

 * Monitoring and Escalation: Monitor client infrastructure and solutions, identify recurring incidents and opportunities for incident reduction, and escalate where necessary

 * Shift Handover and Service Continuity: Follow handover procedures, highlighting key tickets and critical upcoming tasks to maintain continuity

 * Knowledge and Documentation: Update and create knowledge articles and documentation, applying appropriate intellectual property and open-source licensing awareness

 * Process Improvement and Automation: Identify opportunities to optimise work and automate request fulfilment, incident resolution and wider processes

 * Security and Data Privacy: Follow information security and data privacy policies and the information security framework

 * ESG Contribution: Support environmental, social and governance objectives and contribute to a personal ESG goal through the performance management process