IT Support Engineer / Service Desk Analyst

AWD online; Barnsley; On-site; GBP 22,000 - 32,000; Full time

Job summary

AWD online is seeking an IT Support Engineer / Service Desk Analyst to join an on-site team in Barnsley, providing practical workplace IT support across offices and locations. You will handle a mix of remote and desk-side support, device and asset administration, and project-related rollout work.

The role emphasizes methodical problem-solving, clear communication, and adherence to security and governance processes, with training provided on internal systems and processes.

Qualifications

• Experience providing IT support in an office or operational environment.
• Ability to troubleshoot accounts, hardware, software, printing, connectivity and access issues.
• Clear written and verbal communication; methodical problem-solving approach.
• Security-conscious with adherence to patching, antivirus and secure-device processes.
• Reliable, organized and detail-oriented with confidentiality and ownership.
• On-site work Monday to Friday; occasional travel to other locations may be required.
• Desirable knowledge: Windows 11, AD, VPNs, and related tools.

Responsibilities

• Provide on-site and remote IT support across company locations and to remote users.
• Log, diagnose, and resolve incidents and service requests; escalate when needed.
• Troubleshoot Microsoft 365, hardware, software, printing, Wi‑Fi and connectivity issues.
• Build, configure, deploy and support laptops, desktops, mobile devices and peripherals.
• Maintain asset, software and licence records and support secure allocation and disposal.
• Assist with system rollouts and liaise with suppliers to diagnose issues to resolution.
• Escalate significant incidents, risks and security concerns appropriately.

Skills

IT support

Troubleshooting

Customer service

On-site support

Security awareness

Documentation

Rapid learning

Job description

IT Support Engineer / Service Desk Analyst

Bring practical workplace IT support experience and a helpful, methodical approach to an on-site team supporting offices and operational locations. Training is provided on internal systems, tools and processes.

If you’ve also worked in the following roles, we’d also like to hear from you: IT Support Analyst, IT Support Technician, Helpdesk Analyst, Technical Support Engineer, Technical Support Analyst, IT Technician, Desktop Support Engineer, IT Engineer

This role is officially known as an IT Support Analyst

SALARY: Competitive + Benefits

LOCATION: Barnsley, South Yorkshire

JOB TYPE: Full-Time, Permanent

WORKING HOURS: 37.5 hours, Monday to Friday, on site

JOB OVERVIEW

A varied opportunity awaits someone who enjoys solving practical technology problems and supporting colleagues across offices and operational sites. The IT Support Engineer / Service Desk Analyst will combine remote and desk-side support with device, account and asset administration.

Working within a small team, the IT Support Engineer / Service Desk Analyst will help keep users informed while following clear escalation, security and governance processes.

Training on internal systems, tools and processes will help the IT Support Engineer / Service Desk Analyst build knowledge while supporting compliance, documentation, projects and system rollouts.

DUTIES

Your duties as the IT Support Engineer / Service Desk Analyst include:

• User Support and Service Delivery: Provide support by telephone, email, remote tools and in person across company locations and to remote users

• Incident and Request Management: Log, diagnose, resolve and update incidents and service requests, keeping users informed and escalating when required

• Workplace Technology Support: Troubleshoot Microsoft 365, hardware, software, printing, Wi‑Fi, VPN, access and connectivity issues

• Endpoint and Device Management: Build, configure, deploy and support laptops, desktops, mobile devices, peripherals and meeting‑room equipment

• Software, Patching and Compliance: Install approved software and support patching, security configuration, compliance checks and remediation

• Asset and Licence Records: Maintain accurate asset, software and licence records and support secure allocation, return, storage and disposal

• Identity and Access Administration: Support authorised account, password, MFA and access changes using approved tools

• Joiners, Movers and Leavers: Prepare accounts and equipment, maintain records and elevate unusual or higher-risk requests

• Information Security and Audit Support: Maintain audit‑ready records and support compliance evidence, audits, vulnerability remediation and security‑incident actions

• Documentation and Improvement: Maintain support documentation, identify recurring issues and help standardise or automate routine activities

• Projects and Supplier Liaison: Support projects and system rollouts, liaise with approved suppliers and provide diagnostics through to resolution

• Risk and Escalation: Escalate significant incidents, risks and higher-risk operational or security decisions appropriately

CANDIDATE REQUIREMENTS

ESSENTIAL

• Previous experience providing IT support or troubleshooting workplace technology in an office, factory or similar operational environment

• Confidence troubleshooting computers, user accounts, hardware, software, printing, connectivity and access issues

• Ability to record issues clearly, work through problems methodically, keep users informed and elevate appropriately

• Security-conscious approach and willingness to follow established patching, antivirus and secure-device processes

• Professional, helpful and customer-focused approach with clear written and verbal communication

• Organised, reliable and attentive to detail, with sound judgement, confidentiality and a willingness to learn and take ownership

• Ability to work on site Monday to Friday and attend other company locations when required; occasional out-of-hours work may be required subject to company arrangements

DESIRABLE

• Knowledge of Windows 11, Outlook, Teams, OneDrive, mobile devices, peripherals, Wi‑Fi, IP addressing and VPNs

• Familiarity with Active Directory, Microsoft Entra ID, Group Policy, endpoint‑management or software‑deployment tools

• Experience supporting multiple sites, remote users, meeting‑room equipment, assets, licences or secure disposal

• Awareness of information security and compliance standards, audit evidence or operational controls

• Knowledge of the steel industry or construction‑specific software

• Relevant CompTIA, Microsoft, BTEC or equivalent qualification

• Experience of ticketing or remote support tools

JOB REF: AWDO-P15297