Helpdesk Analyst (Junior)

Digital Waffle; Devizes; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Annual company bonus

Company pension

Critical illness cover

Life assurance

25 days holiday

Free parking

Job summary

A growing tech firm in the United Kingdom is seeking a proactive Junior Helpdesk Analyst. This role offers a chance to support and optimize business infrastructure while gaining hands-on experience across multiple platforms. Responsibilities include providing first and second line support, managing service desk tickets, and administering users within a Microsoft environment. Ideal for candidates with at least 12 months in IT support and a methodical approach to problem-solving. Competitive benefits including an annual bonus and 25 days holiday.

Qualifications

• Minimum 12 months’ experience in an IT support environment.
• Strong written and verbal communication skills.
• Well-organised with a methodical approach to problem-solving.

Responsibilities

• Act as the first point of contact for technical support.
• Provide 1st and 2nd line support, resolving issues.
• Monitor system performance and implement improvements.

Skills

Windows 11 knowledge

Microsoft Office expertise

Active Directory experience

Network troubleshooting

Email security platforms experience

SQL basic queries

PBX telephone systems management

Tools

Microsoft 365

Windows Server 2016/2019

Azure

Job description

We are seeking a proactive and motivated Junior Helpdesk Analyst to join our growing team. This is an excellent opportunity for someone looking to develop their IT career within a supportive and dynamic environment.

Reporting to the IT Manager, you will play a key role in supporting and optimising the business infrastructure that underpins daily operations. You will gain hands‑on experience across multiple platforms while contributing to projects that shape and strengthen the organisation’s digital environment.

This role is ideal for someone enthusiastic, eager to learn, and ready to take ownership of technical challenges.

Key Responsibilities

• Act as the first point of contact for internal users seeking technical support (phone, email, and in person)
• Provide 1st and 2nd line support, owning issues through to resolution
• Diagnose and resolve hardware, Windows, Microsoft Office, printing, and software issues (remote and desk-side)
• Manage and prioritise service desk tickets and support requests
• Escalate complex issues to third-party IT providers when necessary
• Administer users within a hybrid Microsoft environment (Active Directory, Entra ID, Microsoft 365)
• Maintain accurate IT asset records (devices, users, permissions, groups)
• Perform server environment and backup checks
• Monitor system performance and implement improvements where appropriate
• Manage email security systems and troubleshoot mail flow issues
• Create and maintain technical documentation
• Support IT projects and gradually take ownership of infrastructure responsibilities
• Identify and recommend process improvements

Skills & Experience

• Minimum 12 months’ experience in an IT support environment
• Strong knowledge of Windows 11 and Microsoft Office
• Experience with Active Directory, Microsoft 365, and Azure
• Familiarity with Windows Server 2016/2019
• Basic networking knowledge (LAN, WAN, VPN)
• Hardware troubleshooting skills
• Strong written and verbal communication skills
• Well‑organised with a methodical approach to problem‑solving
• Experience with email security platforms (e.g., Mimecast)
• Knowledge of Microsoft Dynamics or Salesforce
• Ability to write basic SQL queries
• Experience managing telephone systems (PBX/IP/Cloud)

Benefits

• Annual company bonus
• Company pension
• Critical illness cover Life assurance
• 25 days holiday (increasing with service)
• Free parking

If you’re looking to build your IT career in a hands‑on support role with real growth opportunities, we’d love to hear from you.