First-Line IT Support Analyst — Quick, User-Focused Helpdesk

Dawsongroup; Milton Keynes; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Life assurance

Cycle to work

Wellbeing support

Training opportunities

Birthday/leave recognition

Job summary

Dawsongroup is seeking a 1st Line Desktop Support Analyst to be based in Milton Keynes. The role is the first contact for incidents and service requests, helping colleagues return to work quickly with clear communication throughout each ticket.

You will support a range of business systems, diagnose common IT issues, and manage tickets through the Help Desk platform, while growing your technical experience in a supportive Group IT environment.

Qualifications

• Experience supporting users in a Help Desk, Desktop Support or similar technical service environment.
• Working knowledge of Microsoft Windows, with basic administration across Active Directory, Microsoft 365 and VMware Horizon.
• Experience deploying or managing devices through Microsoft Intune.

Responsibilities

• Provide first line IT support across a range of business systems and technologies by telephone, email, remote support tools and face to face.
• Diagnose and resolve common hardware, software, network and access issues, including password resets and account administration.
• Log, categorise, prioritise and manage tickets through the Help Desk platform, keeping records accurate and progressing work within agreed SLAs.
• Configure, deploy and support desktops, laptops, peripheral equipment and Android and iPhone devices, including device management through Microsoft Intune.
• Identify recurring issues, contribute to the knowledge base and escalate complex incidents to 2nd Line Support while maintaining ownership and communication.

Skills

Help Desk

Desktop Support

Customer service

Communication

Tools

Microsoft Windows

Active Directory

Microsoft 365

VMware Horizon

Intune

Job description

Dawsongroup is seeking a 1st Line Desktop Support Analyst to be based in Milton Keynes. The role is the first contact for incidents and service requests, helping colleagues return to work quickly with clear communication throughout each ticket.

You will support a range of business systems, diagnose common IT issues, and manage tickets through the Help Desk platform, while growing your technical experience in a supportive Group IT environment.