Assistant IT Support Analyst

Arcona Group Ltd; Essex; On-site; GBP 21,000 - 27,000; Full time

Job summary

Arcona Group Ltd is seeking a proactive Assistant IT Support Analyst to join our growing IT team. You will provide first-line support for hardware, software, and account issues, working with experienced colleagues to develop your technical skills through our apprenticeship programme.

Ideal candidates have 6 months to 1 year in IT support or a service desk, strong customer service, and solid knowledge of Windows and Microsoft 365.

Qualifications

• 6 months to 1 year of IT support or helpdesk experience.
• Basic troubleshooting across Windows and desktop apps.
• Familiarity with Microsoft 365 (Outlook, Teams, Word, Excel).
• Knowledge of ticketing systems and incident management.
• Strong communication and customer service skills.
• Ability to manage multiple tasks and priorities.
• Positive, professional, collaborative attitude.

Responsibilities

• Act as the first point of contact for IT support requests via phone, email, and service desk systems.
• Log, categorise, prioritise, and manage incidents and service requests in line with agreed service levels.
• Diagnose and resolve issues related to Windows devices, Microsoft 365 applications, printers, and peripherals.
• Assist with user account administration, password resets, and access management.
• Support new starter, leaver, and device deployment processes.
• Escalate complex issues to 2nd/3rd line teams when needed.
• Maintain records in the IT Service Management system.
• Assist with hardware builds, software installations, and routine maintenance.
• Contribute to knowledge base development and continuous improvements.
• Follow IT security policies and best practices for user requests.

Skills

IT support

Windows troubleshooting

Microsoft 365

Ticketing systems

Communication

Prioritization

Team collaboration

Tools

Active Directory

Microsoft Intune

DNS

DHCP

VPN

ITIL

Job description

We are seeking a proactive and customer-focused Assistant IT Support Analyst to join our growing IT team. This position is ideal for someone who has already gained around 6 months+ IT support or service desk environment and is looking to further develop their technical skills through a recognised apprenticeship programme.

As part of our IT Service Desk team, you will provide first-line technical support to users across the organisation, helping to troubleshoot and resolve hardware, software, and account-related issues. You will work closely with experienced IT professionals, gaining exposure to a wide range of technologies while building a solid foundation for a long-term career in IT.

Key Responsibilities

• Act as the first point of contact for IT support requests via phone, email, and service desk systems.
• Log, categorise, prioritise, and manage incidents and service requests in line with agreed service levels.
• Diagnose and resolve common technical issues relating to Windows devices, Microsoft 365 applications, printers, mobile devices, and peripherals.
• Assist with user account administration, password resets, and access management.
• Support new starter, leaver, and device deployment processes.
• Escalate complex technical issues to 2nd and 3rd line support teams when appropriate.
• Maintain accurate records and documentation within the IT Service Management system.
• Assist with hardware builds, software installations, and routine maintenance activities.
• Contribute to continuous improvement initiatives and knowledge base development.
• Follow IT security policies and best practices when handling user requests.

About You

We're looking for someone who is passionate about technology, enjoys solving problems, and takes pride in delivering excellent customer service.

Essential Skills and Experience

• 6 months to 1 year of experience in an IT Support, Helpdesk, Service Desk, or IT Technician role.
• Basic troubleshooting experience across Windows operating systems and desktop applications.
• Familiarity with Microsoft 365 products including Outlook, Teams, Word, and Excel.
• Understanding of service desk ticketing systems and incident management processes.
• Strong communication and customer service skills.
• Ability to manage and prioritise multiple tasks effectively.
• A positive, professional, and collaborative approach to work.

Desirable Skills

• Experience with Active Directory user administration.
• Knowledge of device management tools such as Microsoft Intune.
• Basic understanding of networking concepts including DNS, DHCP, VPNs, and Wi-Fi connectivity.
• Experience supporting laptops, desktops, mobile devices, and printers.
• Awareness of ITIL principles or service management frameworks.
• Relevant certifications or ongoing study (e.g., CompTIA ITF+, CompTIA A+, Microsoft Fundamentals).