IT Support Analyst (1st Line) - M365 & Helpdesk

Hawk 3; Tiverton; On-site; GBP 24,000 - 30,000; Full time

Job summary

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

You will gain hands-on experience across Microsoft 365, user account administration, connectivity and IT equipment, supporting hardware, software and network issues. A long-term IT support career awaits in a collaborative environment.

Qualifications

• Experience in IT support/helpdesk/service desk environments.
• Experience with Microsoft Windows operating systems is desirable.
• Familiarity with Microsoft 365 apps and account administration.

Responsibilities

• Provide first-line IT support to users across the business in Tiverton.
• Log, categorize, prioritize, and update IT incidents and service requests.
• Troubleshoot hardware, software, network, and connectivity issues.
• Assist with setting up and maintaining user accounts for new starters and internal moves.
• Monitor incidents and service requests within agreed service levels and escalate when needed.
• Create and maintain user guides and technical documentation.

Skills

Troubleshooting

Communication

Documentation

Teamwork

Customer focus

Education

GCSEs including Maths & English

Tools

Active Directory

Microsoft Entra ID

Office 365 administration

IT ticketing systems (ServiceNow/FreshService)

Job description

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

You will gain hands-on experience across Microsoft 365, user account administration, connectivity and IT equipment, supporting hardware, software and network issues. A long-term IT support career awaits in a collaborative environment.