1st Line Support Analyst

Description

We're working with a well-established, people-first organisation to recruit a 1st Line Support Analyst into a highly regarded IT support team. This is a 1st line role supporting around 1200 users, with a strong emphasis on customer service, process, and getting things right first time.

You'll be joining a stable, collaborative service desk where quality matters, ITIL is lived (not just talked about), and security standards are taken seriously.

What you'll be doing -

Providing 1st line support via ticketing system, email, phone calls and face-to-face

Supporting new starters and day-to-day user issues

Working with Microsoft 365, Intune, Entra ID, Exchange, and Defender

Triage, troubleshoot and escalate tickets appropriately to 2nd line where needed

Contributing to internal knowledge base and continuous improvement activities within the team

Supporting users across laptops, mobiles, tablets, and remote devices

Technical environment -

Microsoft-first environment (Hybrid Azure / on-prem)

Intune, Defender, M365, AD & Entra

Cyber Essentials Plus certified, security-driven culture

Structured ITIL-based service desk

What we're looking for

Experience working within a 1st line or service desk environment

Experience working within a charity or not-for-profit environment may be beneficial

Strong Microsoft 365 and Windows support experience

Confident communicator with a genuine "people" mindset

Calm under pressure and comfortable supporting senior stakeholders

Technically curious, xjnqpsq able to ask the right questions to gauge full understanding of technical issues for resolution or escalation

About the role -

Permanent opportunity

Birmingham based office, with on-site working

On-site parking

Shift rotation of 8am-4pm or 9am-5pm. You must be able to work both shift patterns

25 days holiday (rising to 30 with continued service) + bank holidays, pension up to 8% matched, medical health cashback scheme

Employer will pay for one annual subscription to a professional body

Ad ID: 5417843358