1st Line Support / Service Desk Analyst

Big Red Recruitment Midlands Limited; East Midlands; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading enterprise organization in the East Midlands is seeking an experienced IT Support professional to join their collaborative team. This hybrid role requires at least 12 months of IT helpdesk experience, excellent communication skills, and a strong background in Microsoft technologies. You will be responsible for troubleshooting and logging calls while maintaining high customer service standards. Enjoy a supportive work culture with a robust benefits package including a company bonus and a generous holiday entitlement.

Benefits

Company bonus

36-day holiday package

Excellent pension scheme

Qualifications

• At least 12 months experience on a busy IT Help Desk or 1st line support role.
• Experience supporting Microsoft technologies (Windows 10/11, O365, MS Office, Active Directory).
• Understanding of TCP/IP and basic networking.

Responsibilities

• Log calls, troubleshoot a wide array of problems.
• Escalate issues to 2nd & 3rd line support teams.
• Maintain high customer service standards in line with SLAs.

Skills

Excellent communication and interpersonal skills

Strong customer service skills

Experience supporting Microsoft technologies

Understanding of TCP/IP and basic networking

ITIL awareness

Job description

Are you looking to develop your IT Support career? Would you like to work on more complex issues without having to pass them on so quickly? Learn from others?

If you have 12+ months of IT helpdesk experience and are seeking a role with a leading enterprise organization that encourages internal progression, then keep reading — we may have the perfect match for you.

You will be joining a friendly and collaborative IT team based in Hinckley, Leicestershire, supporting users nationwide. This is a hybrid role: 3 days in the office, 2 days from home.

You will serve as a single point of contact for internal users across the UK, supporting a broad range of technologies including Azure cloud, Networking, Telephony, Software applications, and more.

Your responsibilities include logging calls, troubleshooting a wide array of problems, escalating issues to 2nd & 3rd line support teams and third parties, and working more deeply on complex issues. You will have full ownership of your calls, prioritize incidents quickly, and maintain high customer service standards in line with SLAs.

This role combines technical support and customer service, ideal for those looking to progress in IT Support and who meet the following criteria:

• At least 12 months experience on a busy IT Help Desk or 1st line support role
• Excellent communication and interpersonal skills
• Strong customer service skills
• Experience supporting Microsoft technologies (Windows 10/11, O365, MS Office, Active Directory, Internet Explorer)
• Understanding of TCP/IP and basic networking
• ITIL awareness

In return, you will work for an industry-leading organization with a culture of promoting from within. Benefits include a company bonus, a 36-day holiday package, and an excellent pension scheme.

If this role interests you, don't delay — apply today!