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

Mackenzie Jones IT; Ely; On-site; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Health Cash Plan

Salary Sacrifice Pension Scheme

Life Assurance & Income Protection

Employee Assistance Programme

Training, Mentoring & Professional Dev

Retail & Supermarket Discounts

Cycle to Work Scheme

Electric Car Salary Sacrifice Scheme

Eyecare Contributions

Employee Referral Scheme

Regular Wellbeing Initiatives

Job summary

Mackenzie Jones IT is seeking a technically capable IT Service Desk Analyst (1st & 2nd Line) to join the Business Systems team. The role focuses on hands-on support across Microsoft 365, Windows devices, and business applications, with incident management and SLA-driven resolution.

The position is based in North Cambridgeshire, onsite, offering a salary of £30k - £35k plus benefits. Eligible to work in the UK is required.

Qualifications

• 1st & 2nd Line IT Support experience.
• Experience with Microsoft 365 applications and administration.
• Active Directory user account management.

Responsibilities

• Provide hands-on IT support to resolve hardware, software, and user issues.
• Manage incidents and service requests through to resolution within SLAs.
• Collaborate with Infrastructure teams and external suppliers to resolve complex issues.

Skills

1st & 2nd Line Support

Microsoft 365

Active Directory

Cloud Services

Windows Desktop

ITSM

Incident Management

Networking

End-User Computing

SLA Management

Customer Service

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 & 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 & 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, eliminate 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

Keywords: IT Service Desk Analyst, Service Desk Analyst, IT Support Analyst, 1st Line Support, 2nd Line Support, First Line Support, Second Line Support, IT Helpdesk Analyst, Helpdesk Analyst, IT Support Technician, Desktop Support, End User Computing, EUC, Microsoft 365, M365, Office 365, Outlook, Microsoft Teams, Active Directory, Entra ID, User Account Administration, Windows 10, Windows 11, Windows Desktop Support, Cloud Services, ITSM, ITIL, Incident Management, Service Requests, SLA, Ticketing Systems, Hardware Support, Software Troubleshooting, Laptop Provisioning, Mobile Device Support, Network Connectivity, Wi‑Fi, VPN, Business Applications, North Cambridgeshire, Cambridgeshire. T6/MN/(phone number removed)