First line Technical Support Analyst

Method IT Ltd.; Sea; On-site; GBP 22,000 - 32,000; Full time

Job summary

Method IT Ltd. is seeking a motivated Service Desk Analyst to join the busy team in Southend on Sea.

The role focuses on first-line support, incident logging, password resets, and user provisioning across Windows desktops, AD, and Office 365, with a strong emphasis on customer service and SLA adherence. You will work with MSP tools such as ConnectWise, RMM, and PSA platforms, handle hardware builds, and contribute to process documentation while maintaining high personal integrity.

Qualifications

• Demonstrable experience documenting processes and procedures.
• Ability to work under own initiative and follow customer-led SLAs.

Responsibilities

• Assist Customers with first line support issues.
• Log and resolve incidents ticketing system.
• Perform password resets and new user setups.
• Coordinate hardware builds and asset provisioning.

Skills

Problem solving

Customer service

Documentation

Initiative

Integrity

Tools

ConnectWise

RMM/PSA tools

Office 365 Admin

Active Directory

Job description

You will be part of a busy Service Desk Team. The primary function will be to assist Customers with first line support issues.

About Method IT

Method IT are a Microsoft Gold Certified Managed Service Provider, based in Southend on Sea. We hold ISO9001, ISO 27001, Cyber Essential Plus, IASME Cyber Assured Level 2 Certification, as well as being a Cyber Essentials Plus and Cyber Assured Certification body. Our clients are based predominantly in the South East, we have a particular focus working with Professional Service companies, such as Legal, Accounting, and Finance.

Reporting to:

You will report to the Service Desk Manager.

Core Skills

Working with a Service Ticket (PSA) System – ideally MSP Centric, problem-solving mentality, working under own initiative, Demonstrable experience of documenting processes and procedures, Understand the importance of adhering to customer-led Service Level Agreements

Essential Technical Skills

• Minimum 1 years previous MSP experience
• Knowledge of Microsoft Desktop Operating Systems (Windows 7-11)
• Knowledge of Active Directory – new user setups, password resets, group amendments
• Knowledge of Office 365 Admin – new user setups, password resets, group amendments
• Experience of Antivirus solutions (ideally Webroot, Bitdefender)
• Experience of RMM and PSA tools (ideally Connectwise)
• Experience in new hardware builds (Laptops, PC’s)
• Proven track record in excellent customer service
• Trustworthy with a high level of personal integrity

Desirable Technical Skills

• Experience of Email protection solutions (ideally Mimecast)
• Interest in Cloud Solutions (Azure, AWS)
• Interest in Virtualization (Hyper-V, VMware)

Hours

Rotation - Monday to Friday 8:00am – 5:00pm
or Monday – Friday 9:00am – 6:00pm
On call approx. 1 in 8 weeks

Location

The role will be based in our Southend on Sea office