Hybrid IT Service Desk Analyst (1st Line) – Windows 11 & M365

UK Staffing Group; Knutsford; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Hybrid working

International organisation

Job summary

UK Staffing Group in Knutsford is hiring a 1st Line Service Desk Analyst. You will troubleshoot IT issues, support users on Windows 11, Active Directory and Microsoft 365, and manage incidents with SLA adherence.

We're seeking an approachable, technically capable individual with strong communication skills and a proactive attitude. Hybrid working is offered with office days in Knutsford and home days on Mon/Tue/Thu/Fri depending on shifts.

Qualifications

• Experience in a 1st Line Service Desk or IT Support role.
• Strong knowledge of Windows 11, AD and M365, and VPN.
• Experience with ticketing systems and SLAs.
• Understanding ITIL and incident management processes.
• Awareness of IT security and phishing threats.
• Solid server and networking fundamentals.
• Excellent communication and customer service.
• Positive, proactive approach and ownership mindset.

Responsibilities

• Provide 1st Line IT support, diagnosing and resolving issues.
• Support users across Windows 11, AD and Microsoft 365.
• Assess incident business impact and assign SLAs.
• Manage tickets, prioritise and escalate when needed.
• Investigate security and phishing alerts.
• Follow ITIL processes and escalation procedures.
• Communicate clearly with users and keep them updated.
• Manage workload and meet deadlines.

Skills

Windows 11

Active Directory

Microsoft 365

VPN

ITIL

Incident management

Ticketing systems

Security awareness (phishing)

Server knowledge

Networking basics

Communication skills

Ownership & proactive attitude

Tools

Windows 11

Active Directory

Microsoft 365

VPN

Job description

UK Staffing Group in Knutsford is hiring a 1st Line Service Desk Analyst. You will troubleshoot IT issues, support users on Windows 11, Active Directory and Microsoft 365, and manage incidents with SLA adherence.

We're seeking an approachable, technically capable individual with strong communication skills and a proactive attitude. Hybrid working is offered with office days in Knutsford and home days on Mon/Tue/Thu/Fri depending on shifts.