IT Service Desk Associate – Microsoft 365 Support

Vp plc; Harrogate; On-site; GBP 25,000 - 34,000; Full time

Benefits offered by this job

Salary sacrifice pension

25 days holiday (+2 over service)

Cycle to work scheme

Eye care vouchers

Health Shield

Job summary

Vp plc is seeking an IT Service Desk Analyst to be the first point of contact for colleagues requiring technical assistance. You will support a modern Microsoft 365 environment, log and manage tickets in TOPdesk, and contribute to improving IT services.

The role suits an IT professional with 1–2 years of Service Desk experience aiming to progress. You will handle incidents across Windows devices, Outlook/Teams/SharePoint, authentication and access, and collaborate with senior IT teams to resolve

Qualifications

• 1–2 years' experience in a Service Desk, Helpdesk or IT Support role.
• Experience using ITSM platforms such as TOPdesk, ServiceNow or HaloITSM.
• Strong customer service and communication skills.
• Experience supporting Windows desktop operating systems.
• Experience troubleshooting Microsoft Office and Microsoft 365 applications.
• Experience managing user accounts and passwords.
• Ability to prioritise workload and manage multiple tasks.

Responsibilities

• Act as the primary point of contact for IT incidents and service requests.
• Log, categorise, prioritise and manage tickets using TOPdesk (ITSM).
• Deliver high-quality support via telephone, email, remote tools and face-to-face interactions.
• Take ownership of incidents through to resolution with regular user communication.
• Escalate complex issues to senior IT teams as needed.
• Provide first-line support for Microsoft 365 apps and services.
• Assist with Microsoft 365 account administration, licensing and access requests.
• Troubleshoot email delivery, mailbox access and collaboration issues.

Skills

ITSM experience

TOPdesk

Windows OS

Microsoft 365

Customer service

Communication

Multi-tasking

ITIL

Education

IT apprenticeship / college qualification / degree

Tools

TOPdesk

ServiceNow

HaloITSM

Job description

Vp plc is seeking an IT Service Desk Analyst to be the first point of contact for colleagues requiring technical assistance. You will support a modern Microsoft 365 environment, log and manage tickets in TOPdesk, and contribute to improving IT services.

The role suits an IT professional with 1–2 years of Service Desk experience aiming to progress. You will handle incidents across Windows devices, Outlook/Teams/SharePoint, authentication and access, and collaborate with senior IT teams to resolve