Assistant IT Support Analyst

Arcona Group Ltd; Harlow; On-site; GBP 18,000 - 24,000; Full time

Job summary

Arcona Group Ltd is seeking a proactive Assistant IT Support Analyst to join its IT team in a growing environment. The role targets applicants with 6 months+ IT support or service desk experience and an interest in an apprenticeship to build technical skills.

You will be the first point of contact for IT issues, assisting with account management, software and hardware troubleshooting, and device deployments. A collaborative, customer-focused approach is essential.

Qualifications

• 6 months to 1 year of IT support or service desk experience.
• Basic troubleshooting on Windows and desktop apps.
• Familiar with Microsoft 365 apps such as Outlook, Teams, Word and Excel.
• Understanding of service desk ticketing and incident management.

Responsibilities

• Be the first point of contact for IT support requests via calls, email and ticketing systems.
• Log, categorize, prioritise and manage incidents in line with SLAs.
• Diagnose and resolve common hardware/software issues on Windows devices and printers.
• Assist with user accounts, password resets and access management.
• Support device deployments, onboarding and leaver processes, and escalation when needed.
• Record keeping in the ITSM system and contribute to knowledge base improvements.

Skills

Customer service

Communication

Time management

Problem solving

Team collaboration

Tools

Windows OS

Microsoft 365

Intune

AD / Active Directory

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).