IT Support Analyst – 1st/2nd Line (MS 365)

alsglobal; Knowsley; On-site; GBP 26,000 - 38,000; 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 an IT Support Analyst to join our Prescot office. This on-site role provides 1st/2nd line support for staff, handling hardware, software, networking and email issues across Microsoft 365 and Windows environments.

You will manage incidents via the helpdesk, configure IT equipment, and support projects while delivering a professional, customer-focused service in a busy environment.

Qualifications

• Proven experience in 1st/2nd line IT support, service desk or helpdesk.
• Strong troubleshooting and customer-service skills.
• Experience with Microsoft 365, Exchange, Outlook and Windows environments.
• Knowledge of TCP/IP, DNS, DHCP and on-premise systems.
• Familiarity with ticketing systems.
• Excellent communication, able to explain technical issues to non-technical users.
• Able to work independently and in a team.
• Desirable certifications: CompTIA, Microsoft or ITIL.

Responsibilities

• Provide 1st and 2nd line IT support on-site and remotely.
• Diagnose and resolve hardware, software, network, email and connectivity issues.
• Support Microsoft 365, Exchange, Outlook and Windows environments.
• Manage incidents and service requests via the helpdesk system.
• Install, configure and maintain computers, printers and IT equipment.
• Manage user accounts and access per company security policies.
• Maintain support records and communicate progress.
• Support IT projects and continuous improvement initiatives.
• Deliver a professional, customer-focused service while prioritising tasks.

Skills

1st/2nd Line IT Support

Troubleshooting

Customer-service

Communication

Independent working

Team collaboration

Education

IT certifications (CompTIA/Microsoft/ITIL)

Tools

Microsoft 365

Exchange

Outlook

Windows environments

Active Directory

Group Policy

Azure Entra ID

Intune

VPNs

Endpoint security

Job description

ALS is seeking an IT Support Analyst to join our Prescot office. This on-site role provides 1st/2nd line support for staff, handling hardware, software, networking and email issues across Microsoft 365 and Windows environments.

You will manage incidents via the helpdesk, configure IT equipment, and support projects while delivering a professional, customer-focused service in a busy environment.