IT Helpdesk Support Analyst

IT Recruitment Solutions; Greater London; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

10 days leave

Job summary

IT Recruitment Solutions Ltd is seeking an IT Helpdesk Support Analyst in London. The role provides hands-on technical support across a busy organisation, taking ownership of daily requests from end users and guiding them through solutions. You will handle hardware, software, and application issues, manage tickets in Freshdesk, and deploy endpoints via Intune.

Experience in IT helpdesk or service desk environments is required. Knowledge of Microsoft 365, Intune, and Entra ID is beneficial.

Qualifications

• Experience supporting end users in IT helpdesk/service desk/desktop support environments.
• Good troubleshooting skills and ability to explain technical solutions clearly to users with varying IT knowledge.
• Knowledge of Microsoft 365, Intune and Entra ID is advantageous.

Responsibilities

• Respond to IT queries by phone, email, in person, and remotely.
• Diagnose and resolve hardware, software, and application issues.
• Monitor and manage support tickets via Freshdesk; escalate complex problems as needed.
• Configure and deploy endpoints using Microsoft Intune.
• Create and manage user accounts with Microsoft Entra ID.

Skills

Customer support

Troubleshooting

End-user support

Clear communication

Ticketing experience

Tools

Microsoft Intune

Microsoft Entra ID

Microsoft 365

Freshdesk

Microsoft Defender

Microsoft Teams

Job description

We’re recruiting an IT Helpdesk Support Analyst to provide hands‑on technical support to colleagues across a busy London-based organisation.

You’ll take ownership of day‑to‑day support requests, from resolving hardware and software problems to setting up new users and deploying devices through Microsoft Intune. As the first point of contact for IT queries, you’ll need to be approachable, patient and confident explaining technical solutions to users with different levels of IT knowledge.

The role will include:

• Responding to IT queries by telephone, email, in person and remotely
• Diagnosing and resolving hardware, software and application issues
• Monitoring and managing support tickets through Freshdesk
• Escalating more complex technical problems when necessary
• Configuring and deploying endpoints using Microsoft Intune
• Creating and managing user accounts through Microsoft Entra ID
• Installing, updating and changing software
• Preparing equipment and system access for new starters
• Delivering software guidance and training in person and through Microsoft Teams
• Supporting internal IT and cybersecurity awareness sessions

About you:

You’ll have previous experience supporting end users within an IT helpdesk, service desk or desktop support environment. You’ll be a clear communicator with good troubleshooting skills and the ability to remain organised while handling several requests.

Experience administering Microsoft 365, Microsoft Intune and Microsoft Entra ID would be particularly useful. Knowledge of Microsoft Defender would also be beneficial.

This position is based in London and offers a six-month contract, working 35 hours per week from 9:30am to 5:30pm, Monday to Friday. Some flexibility to work outside these hours may occasionally be required. The contract includes 10 days’ leave.