IT Service Desk Analyst - 1st & 2nd Line IT Support

Mackenzie Jones IT; Cambridgeshire and Peterborough; On-site; GBP 30,000 - 35,000; Full time

Benefits offered by this job

31 Days Annual Leave

Pension Scheme

Health Cash Plan

Life Assurance

Income Protection

Employee Assistance Programme

Training & Development

Retail Discounts

Cycle to Work

Eyecare Contributions

Job summary

Mackenzie Jones IT is seeking a technically capable IT Service Desk Analyst with 1st and some 2nd line IT support experience to join the Business Systems team of a leading international organisation in North Cambridgeshire.

The role involves hands-on support across Microsoft 365, cloud services, Windows devices, business applications, user account administration and end-user infrastructure, and managing incidents and service requests to resolution.

Qualifications

• 1st & 2nd Line IT Support experience.
• Microsoft 365 and Exchange Online troubleshooting.
• AD/User Admin tasks and access management.
• Cloud services and VPN connectivity support.
• Windows OS, devices and peripherals troubleshooting.
• IT ticketing systems and incident management.
• Ownership of issues from contact to resolution with SLAs.
• Device provisioning and inventory support.
• Network connectivity troubleshooting for end users.
• Support for business applications and IT infrastructure.

Responsibilities

• Provide hands-on IT support across desktop, apps and devices.
• Troubleshoot and resolve incidents within SLA targets.
• Administer user accounts and permissions.
• Coordinate with internal teams and third-party providers.

Skills

1st & 2nd Line IT Support

Microsoft 365

Active Directory / User Administration

Cloud Services

Windows Desktop Support

IT Service Management / Ticketing

Incident Management & SLAs

IT Hardware & Device Provisioning

Networking / Connectivity

Business Applications Support

IT Infrastructure Support

Major Incident Support

Customer Service & Communication

Tools

Microsoft Entra ID

Exchange Online

Microsoft Intune

Job description

IT Service Desk Analyst - 1st & 2nd Line Support - Permanent

c£30k - £35k + Excellent Benefits Package.

North Cambridgeshire - 4 Days Per Week Onsite.

Must be Eligible to work in the UK.

Seeking to secure a technically capable, customer-focused IT Service Desk Analyst with 1st & some 2nd Line IT Support experience to join the Business Systems team of a leading international organisation.

The role will involve delivering hands‑on technical support across Microsoft 365, Cloud Services, Windows devices, Business Applications, User Account Administration & End‑User infrastructure, alongside managing IT Incidents & Service Requests through to resolution.

Working closely with internal Infrastructure teams, third‑party suppliers & international IT colleagues, you will provide responsive and effective IT Support, ensuring technical issues are resolved efficiently and within agreed Service Level Agreements (SLAs).

Technical Skills Required:

• 1st & some 2nd Line IT Support: Hands‑on troubleshooting and resolution of hardware, software, business application, connectivity & end‑user computing issues.
• Microsoft 365: Supporting & troubleshooting Microsoft 365 applications, including Outlook, Teams, Word, Excel & other Microsoft productivity tools.
• Active Directory / User Administration: Creating, modifying & disabling user accounts, managing passwords, access permissions and user authentication.
• Cloud Services: Supporting cloud‑based applications, user access, connectivity and associated technical issues.
• Windows Desktop Support: Troubleshooting Windows Operating Systems, Desktop PCs, Laptops, Peripherals & End‑User Devices.
• IT Service Management / Ticketing Systems: Logging, categorising, prioritising, investigating and resolving incidents and service requests through an IT ticketing platform.
• Incident Management & SLAs: Taking ownership of technical issues from initial contact through to resolution or escalation – ensuring accurate documentation, regular user updates and adherence to agreed service levels.
• IT Hardware & Device Provisioning: Configuration, deployment, maintenance & support of Laptops, Desktops, Mobile Phones, Tablets & other IT equipment.
• Networking / Connectivity: Troubleshooting network connectivity, Wi‑Fi, VPN & general user access issues.
• Business Applications Support: Providing technical assistance and troubleshooting for business‑critical applications and systems.
• IT Infrastructure Support: Working alongside internal Infrastructure teams & external Suppliers to investigate, elevate and resolve more complex technical incidents.
• Major Incident Support: Supporting major incident management, technical escalations & continual service improvement initiatives.
• Customer Service & Communication: Excellent communication skills, strong problem‑solving ability and a proactive, customer‑focused approach to IT support.

Desirable Experience:

• Previous experience in a 1st & 2nd Line IT Support, IT Service Desk, IT Helpdesk or Desktop Support environment.
• Experience supporting IT Services within Manufacturing or Supply Chain or other fast‑paced commercial environments.
• Exposure to Microsoft Entra ID, Active Directory, Exchange Online or Microsoft Intune.
• Familiarity with ITIL principles, Incident Management, Service Request Fulfilment & SLA-driven support.
• Experience supporting geographically dispersed users or multiple business locations.
• IT qualifications or certifications such as CompTIA A+, Microsoft Fundamentals or ITIL Foundation.

Benefits Package:

31 Days Annual Leave Including Bank Holidays / Salary Sacrifice Pension Scheme / Health Cash Plan / Life Assurance & Income Protection / Employee Assistance Programme / Training, Mentoring & Professional Development / Retail & Supermarket Discounts / Cycle to Work Scheme / Electric Car Salary Sacrifice Scheme / Eyecare Contributions / Employee Referral Scheme / Regular Wellbeing Initiatives. T6/MN/(phone number removed).