IT Support Analyst

Hawk 3 Talent Solutions; Tiverton; On-site; GBP 25,000 - 30,000; Full time

Job summary

Hawk 3 Talent Solutions in Tiverton is seeking a friendly IT Support Analyst to join the team. You will be the first point of contact for IT queries, providing effective support to users and ensuring incidents are resolved within agreed timescales.

This role covers hardware, software, Microsoft 365, user accounts, connectivity and IT equipment. Salary is £27,500 with Monday–Friday 9am–5pm, 35 hours per week, and a permanent contract.

Qualifications

• Experience in an IT support, helpdesk, service desk or customer support environment is desirable.
• Solid understanding of Windows operating systems.
• Basic knowledge of Microsoft 365 applications.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Strong attention to detail and accurate documentation.
• Ability to prioritise workload and manage multiple tasks.
• Friendly, approachable attitude with a willingness to learn new technologies.

Responsibilities

• Provide first-line IT support to users across the business and log incidents in the ITSM system.
• Troubleshoot hardware, software, network and connectivity issues.
• Assist with Microsoft 365 apps including Outlook, Teams, Word and Excel.
• Set up and maintain user accounts for new starters and leavers; handle password resets and permissions.
• Configure devices and peripherals; maintain asset records and support hardware refresh programs.
• Escalate complex issues to senior staff or external suppliers when needed.

Skills

Windows OS

Microsoft 365

Customer service

Troubleshooting

Documentation

Teamwork

Communication

Learning mindset

Organisational skills

Education

GCSE Maths & English

Tools

Active Directory

Microsoft Entra ID

Office 365 admin tools

ServiceNow

FreshService

Networking basics

Job description

Scroll down for a complete overview of what this job will require Are you the right candidate for this opportunity

Tiverton

Working Hours: Monday - Friday, 9am - 5pm, 35 hours per week

Salary: £27,500 per annum

Contract: Permanent

About The Role

We are looking for a friendly, technically minded and customer-focused IT Support Analyst to join a professional IT team based in Tiverton. The successful candidate will act as the first point of contact for IT-related queries and issues across the business, providing effective technical support to users and ensuring incidents and service requests are managed efficiently and within agreed timescales.

This is an excellent opportunity for someone looking to develop a long-term career in IT support, gaining hands-on experience across hardware, software, Microsoft 365, user account administration, connectivity and IT equipment.

• Provide first-line IT support to users across the business, responding to technical queries and issues in a professional and timely manner.
• Log, categorise, prioritise and update IT incidents and service requests accurately using the relevant IT management system.
• Troubleshoot hardware, software, network, peripheral and connectivity issues.
• Provide support with Microsoft 365 applications including Outlook, Teams, Word and Excel.
• Assist users with Wi-Fi, device connectivity and access issues.
• Provide excellent customer service and clear communication throughout the support process.
• Assist with setting up and maintaining user accounts for new starters, internal moves and leavers.
• Support password resets, account permissions and access requests in line with company procedures.
• Configure, commission and deploy laptops, desktops, mobile phones and peripheral equipment.
• Assist with the decommissioning and secure processing of IT equipment for redeployment or disposal.
• Maintain accurate records of IT assets and equipment.
• Support hardware refresh and replacement programmes.
• Monitor and manage incidents and service requests within agreed service levels.
• Escalate more complex technical issues to senior IT colleagues or external suppliers where appropriate.
• Monitor outstanding tickets and provide users with regular updates.
• Maintain accurate records of all IT support activity.
• Create and maintain user guides, knowledge base articles and technical documentation.
• Assist with identifying recurring IT issues and contribute to longer-term solutions.
• Support the continuous improvement of IT support processes and procedures.
• Work collaboratively with colleagues and provide support across the wider business when required.
• Ensure all work is carried out in accordance with company policies, procedures and security requirements.

About You

• Previous experience within an IT support, helpdesk, service desk or customer support environment would be desirable.
• A good understanding of Microsoft Windows operating systems.
• Basic knowledge of Microsoft 365 applications.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Strong attention to detail and accurate documentation skills.
• The ability to prioritise workload and manage multiple tasks effectively.
• A friendly, approachable and customer-focused attitude.
• A proactive approach with a genuine willingness to learn new technologies and processes.
• Good organisational skills and the ability to work effectively as part of a team.
• GCSEs or equivalent qualifications including Maths and English.
• Knowledge of Active Directory, Microsoft Entra ID, Office 365 administration tools and account administration would be advantageous.
• Familiarity with IT ticketing systems such as ServiceNow, FreshService or similar would be advantageous.
• An understanding of basic networking, Wi-Fi and device connectivity would be advantageous.
• IT qualifications such as CompTIA A+, Microsoft Fundamentals, BTEC or equivalent would be advantageous.
• Competence using Microsoft Office/Microsoft 365.