Digital Help Desk Analyst (1st Line)

KBR, Inc.; Warrington; On-site; GBP 25,000 - 38,000; Full time

Job summary

KBR is seeking a Digital Help Desk Analyst (Level 1) to support the PPP Digital Operations Team. The role is based in Cumbria/Warrington, requiring 2–3 days on site with occasional travel to the opposite site.

You will handle requests for the Common Data Environment hosted on a hybrid Azure cloud, acting as the frontline contact for users and guiding issue resolution across digital services.

Qualifications

• Experience of Windows 10/11 support and networking basics.
• Experience with Microsoft 365 end-user tools including Outlook, Office, Teams and SharePoint.
• Ability to log and triage issues in Service Now.
• ITIL Foundation certification.

Responsibilities

• Engage with users via phone, email and chat to troubleshoot IT issues related to software, hardware and configuration components.
• Record and process requests for IT/Digital services from a Service Catalogue and ensure updates.
• Update users on progress and manage support queues to meet SLAs.
• Collaborate with PPP Digital to arrange appointments with specialists as needed.

Skills

Interpersonal skills

Problem solving

Ability to work under pressure

Communication

Education

ITIL Foundation qualification

Tools

Service Now

MS 365 administration

Azure Fundamentals

Intune

Job description

KBR is seeking a Digital Help Desk Analyst (Level 1) to support the PPP Digital Operations Team. The role is based in Cumbria/Warrington, requiring 2–3 days on site with occasional travel to the opposite site.

You will handle requests for the Common Data Environment hosted on a hybrid Azure cloud, acting as the frontline contact for users and guiding issue resolution across digital services.