Junior IT Support Analyst - 1st Line

We’re currently recruiting for an IT & Telecoms Service Desk Analyst to join our client’s well-established and growing organisation in Colchester on a full-time, permanent basis.

This is a great opportunity for someone with some IT support experience or a strong technical foundation who is looking to develop their career. Whether you have previous 1st Line Support experience or are keen to gain hands-on experience in an IT environment, full training and support will be provided.

Working as part of an experienced IT team, you’ll provide 1st Line support across a range of systems and technologies, developing your technical knowledge and troubleshooting skills in a busy and supportive environment.

The Role

As an IT Service Desk Analyst, you will be responsible for:

• Providing 1st line IT support, handling up to 40+ technical support calls per day.
• Troubleshooting and resolving a wide range of IT and telecommunications issues.
• Logging, categorising and managing incidents and requests using a ticket management system.
• Taking ownership of support tickets and escalating issues to 2nd Line Support, Infrastructure teams and external providers where required.
• Working within agreed SLAs to ensure a high standard of service.
• Providing remote support to diagnose and resolve technical issues.
• Providing desktop support across various departments.
• Managing Active Directory user accounts.
• Recording solutions accurately to improve the effectiveness of the IT support function.
• Delivering a professional and customer-focused service at all times.

We’re looking for someone who is technically confident, enjoys problem-solving and can remain calm and professional in a busy support environment.

You’ll ideally have:

• Experience working within an IT Service Desk or 1st Line Support environment.
• Good knowledge of desktop, laptop, mobile and telephony systems.
• Experience with Windows 10/11 and Mac OS X.
• Knowledge of Apple iOS and Android.
• Experience supporting Microsoft Office 365 applications.
• Knowledge of hardware, printers and multifunction devices.
• Experience with Active Directory would be advantageous.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• The ability to prioritise and manage a busy workload.
• A flexible and team-focused approach.

Relevant qualifications such as IT NVQ, CompTIA, MCDST, SDA or equivalent would be advantageous, although relevant hands-on experience will also be considered., * Provides excellent customer service and takes pride in delivering a high-quality support service.

• Communicates clearly and effectively with users at all levels.
• Works well as part of a team and is happy to share knowledge.
• Can work under pressure and prioritise effectively.
• Has a proactive approach to problem-solving.
• Is adaptable and embraces change.
• Takes ownership of issues and follows them through to resolution.
• Is keen to learn, develop and contribute new ideas., * IT support: 1 year (preferred)
• Customer service: 1 year (preferred)