IT Support Analyst - 1st & 2nd Line Support

Mackenzie Jones IT; Hounslow; Hybrid; GBP 38,000 - 40,000; Full time

Job summary

A leading global manufacturer is seeking an IT Support Analyst to provide 1st and 2nd Line Support. This hybrid role based in Hounslow involves being the first point of contact for IT issues, managing approximately 700 users across the UK, Ireland, and the Netherlands. Candidates should have strong experience with Windows 10/11, Microsoft 365, and Active Directory. The position is initially a 12-month fixed-term contract with a possibility of conversion to a permanent role, offering a £38k - £40k salary plus a 14% bonus.

Benefits

14% Annual Bonus

Pension & Life Cover

Company Discounts

Training & Development

Birthday Day Off

Opportunity for permanent role after 12 months

Qualifications

• Experience with 1st & 2nd Line Support, managing tickets effectively.
• Strong troubleshooting skills for hardware and software issues.
• Ability to work in a fast-paced environment, handling escalations.

Responsibilities

• Provide 1st & 2nd Line IT Support to end users.
• Manage incidents and requests using ServiceNow.
• Support onboarding and IT induction for new employees.

Skills

1st & 2nd Line Support Experience

Windows 10 / 11

Microsoft 365

MDM - Intune

Apple iOS & Android Support

Active Directory & Azure AD

Clear Communication Skills

Problem-solving Ability

Understanding of Networking Principles (DHCP, DNS)

Hardware & Software Troubleshooting

Job description

IT Support Analyst – 1st & 2nd Line Support

12 Month Fixed Term Contract – possible conversion to a Permanent role

£38k – £40k + 14% Bonus

📍 Location: Hybrid – Hounslow – 4 Days Onsite

Must be Eligible to work in the UK – Cannot provide sponsorship

Leading global manufacturer is seeking to secure an IT Helpdesk Support Analyst. The role will focus on providing 1st Line & 2nd Line IT Support. Will act as the First Point of Contact for IT Support issues – so must be happy to manage 1st Line & 2nd Line Tickets. Will support approximately 700 end users across UK, Ireland & Netherlands.

Role

• 1st & 2nd Line Support experience – diagnosing issues & delivering effective resolutions.
• Support users across the UK, Ireland & Netherlands.
• Provide IT Support via phone, email, face-to-face & remote tools.
• IT Service Delivery, Systems Support & IT Project-based work.
• Log, prioritise & manage Incidents & Requests in ServiceNow.
• Install, configure & support Desktops, Laptops, Smartphones & Tablets.
• Troubleshoot issues by analysing root causes & evaluating options.
• Support a wide range of networked peripherals – Printers, Audio Visual kit, Mobile Devices.
• Maintain documentation & user guides.
• Support onboarding of new starters including IT inductions.
• Assist with IT project-based technical activities.

Experience Required

• IT Support – 1st & 2nd Line Support – happy to deal with 1st Line Tickets.
• Act as the first point of contact for IT issues.
• Windows 10 / 11.
• Microsoft 365.
• MDM – Intune.
• Apple iOS & Android support.
• Active Directory & Azure AD – password resets, permissions, mailbox management, etc.
• Support Desktop Applications.
• Networked Peripherals – Printers, AV kit, Mobile Devices.
• Understanding of Networking principles – DHCP, DNS – to 1st Line Level.
• Hardware & Software troubleshooting.
• Clear, confident communication skills – across all levels.
• Strong problem-solving ability & attention to detail.
• Ability to work under pressure – manage workloads & take full ownership of Tickets – manage escalations.
• Approachable, customer-focused attitude with a passion for technology.
• Ability to work independently as well as part of a small IT Support team.
• Collaborative approach to teamwork.

Benefits

• 14% Annual Bonus
• Pension & Life Cover
• Company Discounts
• Training & Development

Birthday Day Off

Opportunity to convert to a Permanent role after 12 Months.

Keywords

1st & 2nd Line Support, Hardware & Software Support, Windows 10, Windows 11, Microsoft 365, MDM, Intune, Apple iOS, Active Directory, Azure AD, Entra, DHCP, DNS, Networked Peripherals, Printers, AV kit, Mobile Devices, IT Support, Hybrid, Hounslow, T6 / MN (phone number removed)