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# Junior IT Support Analyst - 1st Line

- **Company:** Top Job Recruitment Ltd
- **Location:** Colchester, UK
- **Experience:** Starter
- **Salary:** £25,500.0
- **Contract:** Permanent contract
- **Skills:** Active Directory, Apple IOS, Apple Mac Systems, Data Logging, Office365, User Accounts
- **Published:** October 2, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=bd768b6179d8a0de

## About the Role

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)

## Description

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.