IT Support Analyst (1st/2nd Line) - Microsoft 365

Als; Knowsley; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Private Healthcare

Discretionary annual bonus

Life Assurance

25 days holiday plus bank holidays

6% employer pension

Free parking

Fully subsidised staff canteen

Job summary

ALS is seeking a customer-focused IT Support Analyst to provide hands-on 1st and 2nd line support within a client-side IT environment. This office-based role in Prescot offers training and career progression, with Monday–Friday, 37.5 hours, and a closing date of 15 September 2026.

You will diagnose and resolve issues across Microsoft 365, Exchange, Outlook and Windows, manage incidents through the helpdesk, and contribute to IT projects and improvements while delivering high-quality service to

Qualifications

• Proven experience in a 1st or 2nd line IT support, service desk or helpdesk role.
• Strong troubleshooting, problem solving and customer-service skills.
• Experience supporting Microsoft 365, Exchange, Outlook and Windows environments.
• Good understanding of hardware, on-premise systems and networking basics (TCP/IP, DNS, DHCP).
• Experience using ticketing or service desk systems.
• Excellent communication skills and ability to explain technical issues clearly to non-technical users.
• Desirable: Active Directory, Azure/Microsoft Entra ID, Intune, VPNs or endpoint security; ITIL/Certs a plus.

Responsibilities

• Provide 1st and 2nd line IT support to users on-site and remotely.
• Diagnose and resolve hardware, software, network, email and connectivity issues.
• Support Microsoft 365, Office 365, Exchange, Outlook and Windows environments.
• Manage incidents and service requests through the helpdesk system.
• Install, configure and maintain computers, laptops, printers and peripherals.
• Assist IT projects, upgrades, deployments and continuous improvement initiatives.
• Deliver a professional, customer-focused service while managing competing priorities.

Skills

IT Support

Troubleshooting

Customer Service

Education

CompTIA

Microsoft Certifications

ITIL

Tools

Microsoft 365

Exchange

Windows

Office 365

Job description

ALS is seeking a customer-focused IT Support Analyst to provide hands-on 1st and 2nd line support within a client-side IT environment. This office-based role in Prescot offers training and career progression, with Monday–Friday, 37.5 hours, and a closing date of 15 September 2026.

You will diagnose and resolve issues across Microsoft 365, Exchange, Outlook and Windows, manage incidents through the helpdesk, and contribute to IT projects and improvements while delivering high-quality service to