IT Support Analyst - 1st Line

Energy Assets; Livingston; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Competitive salary + annual bonus

30 days holiday rising to 35

Inclusive culture

Job summary

Energy Assets in Livingston is seeking a friendly, proactive 1st Line IT Support Analyst to join our growing IT function. You will be the first point of contact for colleagues, providing onsite and remote support to keep systems secure and productive.

The role covers hardware/software issues, Active Directory, Intune/Autopilot, Exchange Online, Microsoft 365, and building knowledge to improve support processes.

Qualifications

• Experience in a Service Desk or IT support role.
• Experience with Active Directory (on-prem and Entra).
• Experience with Intune and Autopilot.
• Experience managing Exchange Online/Microsoft 365 mailboxes.
• Relevant IT qualifications such as CompTIA (or working towards).

Responsibilities

• Act as first point of contact for IT queries via phone, email and tickets.
• Diagnose and resolve hardware, software and user issues.
• Support Windows 10/11 desktops and laptops.
• Manage tickets in the IT Service Desk and SLAs.
• Install, configure and support business applications.
• Maintain the IT asset register and documentation.
• Update IT knowledgebase and improve support processes.

Skills

IT support experience

Active Directory (on-prem & Entra)

Intune & Autopilot

Exchange Online / Microsoft 365

CompTIA certification (or in progress)

Tools

Intune

Autopilot

Entra

Exchange Online

Microsoft 365

Windows 10/11

Job description

We are looking for a friendly, proactive and customer-focused 1st Line IT Support Analyst to join our growing IT function. This is a brilliant opportunity for someone who enjoys solving problems, helping people, and developing their technical skills within a supportive and fast-paced environment. This role is full time office based in Livingston. You will be the first point of contact for colleagues across the business, providing both onsite and remote support and ensuring our teams can work smoothly and securely every day.

What you’ll be doing

• Acting as the first point of contact for IT queries via phone, email and service desk tickets
• Diagnosing and resolving common hardware, software and user issues
• Supporting Windows 10 & 11 desktops and laptops
• Managing and progressing tickets through the IT Service Desk in line with agreed SLAs
• Installing, configuring and supporting business applications
• Supporting Microsoft 365 and Exchange Online environments
• Working with Intune, Entra and Autopilot to manage devices and users
• Building and provisioning laptops, mobile phones and user equipment
• Maintaining the IT asset register and documentation
• Updating the IT knowledgebase and improving support processes
• Ensuring IT services align with information security standards
• Keeping users informed and confident through clear communication and updates
• Contributing to out-of-hours support when required
• Occasionally visiting other office locations to provide onsite support

What we’re looking for

We welcome applications from candidates who enjoy helping others and want to continue building a career in IT.

Experience and skills

• Previous Service Desk or IT support experience (preferred)
• Experience with Active Directory (on-prem and Entra)
• Experience using Intune and Autopilot
• Experience managing Exchange Online / Microsoft 365 mailboxes
• Relevant IT qualifications such as CompTIA (or working towards)

Personal qualities

• Excellent communication skills and the ability to explain technical issues clearly to non-technical users
• Strong problem-solving skills and attention to detail
• Ability to prioritise, multitask and meet deadlines
• A collaborative team player who can also work independently
• A genuine passion for delivering great customer service

Why join us?

We offer more than just a role, we offer a place to grow.

• Competitive salary plus annual performance bonus
• 30 days holiday (including bank holidays), rising to 35 days with service
• Supportive and inclusive culture with a strong team ethos
• Critical Injury Scheme providing financial and wellbeing support
• Career development opportunities within a national utilities organisation
• The chance to build your IT career in a stable and growing business

If you’re looking for a role where you can develop your technical skills while making a real difference to colleagues across the business, we would love to hear from you.