Customer-Driven IT Support Analyst | Help Desk

Hawk 3 Talent Solutions; Tiverton; On-site; GBP 25,000 - 30,000; Full time

Job summary

Hawk 3 Talent Solutions in Tiverton is seeking a friendly IT Support Analyst to join the team. You will be the first point of contact for IT queries, providing effective support to users and ensuring incidents are resolved within agreed timescales.

This role covers hardware, software, Microsoft 365, user accounts, connectivity and IT equipment. Salary is £27,500 with Monday–Friday 9am–5pm, 35 hours per week, and a permanent contract.

Qualifications

• Experience in an IT support, helpdesk, service desk or customer support environment is desirable.
• Solid understanding of Windows operating systems.
• Basic knowledge of Microsoft 365 applications.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Strong attention to detail and accurate documentation.
• Ability to prioritise workload and manage multiple tasks.
• Friendly, approachable attitude with a willingness to learn new technologies.

Responsibilities

• Provide first-line IT support to users across the business and log incidents in the ITSM system.
• Troubleshoot hardware, software, network and connectivity issues.
• Assist with Microsoft 365 apps including Outlook, Teams, Word and Excel.
• Set up and maintain user accounts for new starters and leavers; handle password resets and permissions.
• Configure devices and peripherals; maintain asset records and support hardware refresh programs.
• Escalate complex issues to senior staff or external suppliers when needed.

Skills

Windows OS

Microsoft 365

Customer service

Troubleshooting

Documentation

Teamwork

Communication

Learning mindset

Organisational skills

Education

GCSE Maths & English

Tools

Active Directory

Microsoft Entra ID

Office 365 admin tools

ServiceNow

FreshService

Networking basics

Job description

Hawk 3 Talent Solutions in Tiverton is seeking a friendly IT Support Analyst to join the team. You will be the first point of contact for IT queries, providing effective support to users and ensuring incidents are resolved within agreed timescales.

This role covers hardware, software, Microsoft 365, user accounts, connectivity and IT equipment. Salary is £27,500 with Monday–Friday 9am–5pm, 35 hours per week, and a permanent contract.