1st Line Support Analyst

Som3; Devon and Torbay; On-site; GBP 24,000 - 28,000; Full time

Job summary

Som3 is seeking a customer-focused IT Service Desk Analyst to join our busy IT team. You’ll be the first contact for over 1,600 users, providing high-quality 1st line support and ensuring incidents are resolved efficiently with an outstanding customer experience.

The role is ideal for someone with previous IT Service Desk experience who enjoys troubleshooting across a range of technologies and working in a fast-paced environment.

Qualifications

• Experience in an IT Service Desk or IT Support role.
• Excellent customer service and communication skills.
• A proactive approach with strong problem-solving abilities.
• Confidence supporting users with varying levels of technical knowledge.
• Excellent attention to detail and organisational skills.

Responsibilities

• Provide 1st line technical support for Windows 11 devices, Microsoft 365, Outlook, Teams and iOS devices via phone, service portal and face-to-face.
• Diagnose and resolve user issues relating to Active Directory, password resets, user accounts, Microsoft 365 applications, hardware and software.
• Log, prioritise and manage incidents and service requests using ITSM tools, ensuring all tickets are updated and resolved within agreed SLAs.
• Support and troubleshoot laptops, desktops, mobile devices, printers and peripheral hardware.
• Take ownership of user issues through to resolution, keeping customers informed throughout the support lifecycle.
• Escalate complex technical issues to 2nd and 3rd Line Support and third-party vendors where appropriate.
• Assist with Microsoft Defender, SharePoint and remote support tools such as GoTo Assist to investigate and resolve incidents.
• Maintain accurate IT asset records, user documentation and technical knowledge articles.
• Provide support across multiple office locations, with occasional travel between sites.

Skills

Customer service

Troubleshooting

Communication

Proactive problem-solving

Tools

ITSM tools

GoTo Assist

SharePoint

Microsoft Defender

Active Directory

Microsoft 365

Windows 11

Outlook

Teams

Job description

About the Role

We're looking for a customer-focused IT Service Desk Analyst to join our busy and fast-paced IT team. As the first point of contact for over 1,600 users, you'll provide high-quality 1st line support, ensuring IT incidents and service requests are resolved efficiently while delivering an outstanding customer experience.

This is an excellent opportunity for someone with previous IT Service Desk experience who enjoys troubleshooting technical issues and working with a wide range of technologies.

Key Responsibilities

• Provide 1st line technical support for Windows 11 devices, Microsoft 365, Outlook, Teams and iOS devices via phone, service portal and face-to-face.
• Diagnose and resolve user issues relating to Active Directory, password resets, user accounts, Microsoft 365 applications, hardware and software.
• Log, prioritise and manage incidents and service requests using ITSM tools, ensuring all tickets are updated and resolved within agreed SLAs.
• Support and troubleshoot laptops, desktops, mobile devices, printers and peripheral hardware.
• Take ownership of user issues through to resolution, keeping customers informed throughout the support lifecycle.
• Escalate complex technical issues to 2nd and 3rd Line Support and third-party vendors where appropriate.
• Assist with Microsoft Defender, SharePoint and remote support tools such as GoTo Assist to investigate and resolve incidents.
• Maintain accurate IT asset records, user documentation and technical knowledge articles.
• Provide support across multiple office locations, with occasional travel between sites.

What We're Looking For

• Previous experience in an IT Service Desk or IT Support role.
• Excellent customer service and communication skills.
• A proactive approach with strong problem-solving abilities.
• Confidence supporting users with varying levels of technical knowledge.
• Excellent attention to detail and organisational skills.

Technical Skills

Experience with some or all of the following is desirable:

• Windows 11
• Microsoft 365
• Active Directory
• ITSM tools
• Microsoft Outlook
• Microsoft Teams
• Microsoft Defender
• SharePoint
• GoTo Assist
• iOS (iPhone & iPad)
• PC hardware and peripheral troubleshooting

Working Hours

• Monday to Friday
• Shift rota covering 8:00am - 6:00pm
• Occasional travel to other office locations as required

If you're passionate about technology, enjoy helping people and want to develop your career within a supportive IT team, we'd love to hear from you.