1st Line Support Analyst

Description:

1st Line Support Analyst

Location: Birmingham (Hybrid - 4 days onsite, 1 day remote)
Contract: Initial 6-Month Contract with the opportunity to become Permanent
Start: ASAP

The Opportunity

We are currently looking for a proactive and customer-focused 1st Line Support Analyst to join a busy IT support team based in Birmingham. This is an excellent opportunity to join an organisation on an initial 6-month contract, with a strong possibility of moving into a permanent position for the right individual.
You'll be the first point of contact for IT support requests, providing high-quality technical assistance to end users across a Microsoft-based environment. This role would suit someone with a solid Service Desk background who enjoys troubleshooting, delivering excellent customer service, and developing their technical skills.

Key Responsibilities

Act as the first point of contact for all IT incidents and service requests via phone, email and ticketing system.
Log, categorise and prioritise support tickets in line with agreed SLAs.
Troubleshoot hardware, software and connectivity issues.
Support Windows 10/11 desktop environments.
Provide support for Microsoft 365 applications including Outlook, Teams, Word, Excel and OneDrive.
Create, modify and manage user accounts within Active Directory and Microsoft Entra ID.
Perform password resets, mailbox administration and user provisioning.
Support printers, laptops, desktops and mobile devices.
Escalate complex issues to the 2nd Line Support team where appropriate.
Maintain accurate documentation and update knowledge base articles.
Deliver excellent customer service while keeping users informed throughout the support process.

Required Skills & Experience

Previous experience in a 1st Line Support, IT Service Desk or Helpdesk role.
Strong knowledge of Microsoft Windows 10/11.
Experience supporting Microsoft 365.
Active Directory administration.
Microsoft Entra ID / Azure Active Directory experience.
Basic networking knowledge (TCP/IP, DNS, DHCP, VPN).
Experience using an ITSM or ticket management system.
Excellent communication and customer service skills.
Strong troubleshooting and problem-solving abilities.
Ability to prioritise workload in a fast-paced environment.

Desirable Skills

Microsoft Intune knowledge.
Microsoft Autopilot experience.
Exchange Online administration.
SCCM or endpoint management experience.
CompTIA A+, Network+ or Microsoft certifications.
Experience working within ITIL environments.

What's on Offer

Initial 6-month contract with a genuine route into a permanent position.
Hybrid working (4 days onsite, 1 day remote).
Opportunity to work within a modern Microsoft environment.
Training and development opportunities.
Collaborative and supportive IT team.
Immediate start available