1st Line IT Support Helpdesk Analyst

BLECKFIELD LIMITED; Leatherhead; On-site; GBP 25,000 - 30,000; Full time

Job summary

A growing IT support firm in Leatherhead seeks a motivated 1st Line IT Support Helpdesk Analyst. You will be the first point of contact for IT queries, resolving issues and managing user accounts using Microsoft technologies. The ideal candidate will have some IT helpdesk experience or a strong desire to learn. This role offers guidance from experienced team members, a comprehensive benefits package, and a pathway for professional growth in a supportive environment.

Benefits

Microsoft Certification Funding

Modern Technology Stack

Paid overtime

Qualifications

• 6–12 months IT helpdesk/technical support experience or strong IT foundation.
• Ability to troubleshoot various technical issues remotely.
• Experience providing excellent customer service.

Responsibilities

• Act as the first point of contact for IT support queries.
• Diagnose and resolve hardware and software issues remotely.
• Document all issues and solutions in the ticketing system.

Skills

Windows 10/11 administration and troubleshooting

Microsoft 365 tenant administration

Excellent problem-solving

Outstanding communication

Tools

HaloPSA

NinjaOne

Microsoft 365 Admin Portal

Job description

Bleckfield Limited - Leatherhead, Surrey

Permanent, Full-Time

£25,000 - £30,000 per annum

Monday - Friday, 8:30am - 5:00pm

Start: January 2026

About Us

Bleckfield Limited is a growing Microsoft Solutions Partner specializing in IT support and managed services for care homes and healthcare organisations across the UK. We're a close‑knit team of IT professionals passionate about delivering high‑quality technical support to organisations that make a real difference in people's lives.

The Opportunity

Join our technical team as a 1st Line IT Support Helpdesk Analyst and build your IT career with a company that invests in your development. You'll be the first point of contact for IT support queries from our clients, working with modern Microsoft cloud technologies.

Why Join Bleckfield?

Microsoft Certification Funding – Up to 4 exams per year plus full online training access

Modern Technology Stack – Azure, Microsoft 365, SharePoint, OneDrive

Supportive Team – Experienced 2nd and 3rd line technicians to learn from

Work‑Life Balance – No weekends or bank holidays, paid overtime

What You'll Do

Daily Responsibilities:

• Be the first point of contact for IT support via phone, email, and ticketing system
• Diagnose and resolve hardware, software, and network issues remotely
• Handle user account management (password resets, Microsoft 365 provisioning)
• Document all issues and solutions thoroughly in our ticketing system
• Escalate complex problems to 2nd line with detailed handover notes
• Provide excellent customer service to users with varying technical knowledge

Tools You'll Use

• HaloPSA (ticketing system)
• NinjaOne (RMM platform)
• Splashtop Remote (remote support)
• HUDU (documentation)
• Microsoft 365 Admin Portal
• Azure Portal (exposure and learning)

Essential Skills

Technical Knowledge

• Windows 10/11 administration and troubleshooting
• Microsoft 365 tenant administration (Exchange Online, SharePoint, OneDrive)
• Office Applications (Word, Excel, Outlook)
• Command line troubleshooting
• Remote support tools experience

Core Competencies

• Excellent problem‑solving and logical thinking
• Outstanding verbal and written communication
• Strong customer service mindset
• Meticulous attention to detail
• Ability to multitask and adapt to changing priorities
• Team player with collaborative approach

Experience

• 6–12 months IT helpdesk/technical support experience
• OR strong IT foundation with demonstrable passion for learning

Desirable Skills (Not Essential)

• RMM platform experience (NinjaOne or similar)
• Basic networking knowledge (TCP/IP, DNS, DHCP)
• Hardware troubleshooting
• Healthcare/regulated environment experience
• Microsoft certifications
• PowerShell basics
• PSA/ticketing system experience

What We Offer

Professional Development

• Up to 4 Microsoft exam vouchers per year
• Full access to online training platforms
• Clear progression pathway: 1st Line → 2nd Line → Senior roles
• Mentorship from experienced technicians
• Varied technical experience across multiple client environments

Benefits Package

• £25,000 – £30,000 salary (depending on experience)
• Company pension scheme
• No weekend or bank holiday work
• Paid overtime (when required)

Our Ideal Candidate

You're Someone Who

• Genuinely enjoys solving technical problems and helping people
• Stays calm under pressure and multitasks effectively
• Takes pride in excellent customer service
• Is curious about technology and eager to learn
• Communicates clearly with technical and non‑technical users
• Pays attention to detail and follows through
• Works well independently and as part of a team
• Wants a long‑term IT career with clear progression