IT Support Engineer / Service Desk Analyst

AWD Recruitment; Carlisle; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Birthday leave

Training and development

Pension scheme

Sick pay

Wellbeing support

On-site parking

Job summary

AWD Recruitment is seeking an IT Support Engineer / Service Desk Analyst to join a customer-focused team delivering remote and on-site IT support across Microsoft365, end-user devices and service desk requests. This role requires a full driving licence and a customer-facing approach in Carlisle.

The position is full-time, 37.5 hours per week, with opportunities to grow technical knowledge and progress within a dynamic client environment. Experience in a similar role will be highly valued.

Qualifications

• Previous customer-facing IT support or helpdesk experience.
• Experience with Microsoft365 technologies.
• Experience deploying and troubleshooting end-user hardware.
• Excellent communication to explain issues to customers.
• Accurate documentation and time management.
• Ability to work independently and in a team.
• Full driving licence and willingness to travel between offices.

Responsibilities

• Manage incoming IT support requests via phone, email, and alerts until resolution.
• Provide remote or on-site support for clients.
• Record work, notes, and time in PSA system with accurate charge codes.
• Prioritize requests and escalate to meet SLAs and SLOs.
• Lead deployments and project tasks through to completion.
• Scope hardware/software requirements and support procurement and deployment.
• Maintain technical and process documentation for internal and client use.
• Coordinate with clients and colleagues to schedule and deliver work.
• Communicate professionally with stakeholders at all times.

Skills

Customer support

Microsoft365

Hardware support

Communication

Documentation

Time management

Teamwork

Driving licence

Tools

Windows Server

Active Directory

VPNs

DNS

Job description

IT Support Engineer / Service Desk Analyst

Join a customer-focused IT support team delivering remote and on-site technical support across Microsoft365, end-user devices and service desk requests. This opportunity suits someone with customer-facing IT support experience, strong troubleshooting skills and a full driving licence.

If you’ve also worked in the following roles, we’d also like to hear from you: IT Support Technician, Helpdesk Analyst, Technical Support Engineer, Technical Support Analyst, IT Technician, 1st Line Support Engineer, 2nd Line Support Engineer, Desktop Support Engineer

SALARY: £27,000 - £33,000 per annum + Benefits

LOCATION: Carlisle, Cumbria, North West England

JOB TYPE: Full-Time, Permanent

WORKING HOURS: 37.5 Hours per Week, Monday to Friday

JOB OVERVIEW

This is an excellent opportunity to build on practical support experience in a varied client-facing environment, combining service desk ownership with remote and on-site technical work.

The IT Support Engineer / Service Desk Analyst will resolve support requests, keep accurate ticket records and documentation, and support deployment and project tasks.

Working with the Service Desk Manager and escalation colleagues, the IT Support Engineer / Service Desk Analyst will help meet service levels while keeping clients informed.

Ongoing learning and process improvement give the IT Support Engineer / Service Desk Analyst scope to strengthen technical knowledge and contribute to quality support.

DUTIES

• Customer Support Ownership: Manage incoming technical support requests by telephone, email and automated alerts through to resolution
• Remote Support and Site Visits: Deliver technical work for clients using company tools remotely or on site
• Ticket and Time Recording: Record work, notes, activities and charge codes accurately in the PSA system and submit time as required
• Service Levels and Escalation: Prioritise requests, contribute to service targets and escalated issues appropriately to support agreed SLAs and SLOs
• Deployment and Project Tasks: Take ownership of assigned deployment and project activities through to resolution
• Hardware and Software Quotations: Scope basic end-user hardware and software requirements, prepare accurate purchasing information, and support procurement, delivery and deployment
• Technical Documentation: Maintain accurate technical and process documentation for internal use and clients
• Workload Management: Organise, schedule and prioritise tickets, activities and projects, coordinating with clients where required
• Professional Communication: Handle internal and external communications promptly and to a high professional standard
• Standards, Improvement and Learning: Follow operating procedures and health and safety requirements, recommend process improvements and continue developing technical knowledge

CANDIDATE REQUIREMENTS

ESSENTIAL

• Previous experience in a customer-facing IT support or helpdesk role providing remote and on-site technical support
• Knowledge and experience of administering and troubleshooting Microsoft365 technologies
• Knowledge and experience of deploying, administering and troubleshooting end-user hardware, including desktops, laptops and mobile devices
• Excellent telephone manner and communication skills, with the ability to explain issues and solutions to a broad customer base
• Excellent time management, organisation and prioritisation skills, with accurate documentation
• Ability to work accurately within established processes with consistent care and attention to detail
• Excellent analytical and logical troubleshooting skills, including identifying root causes and implementing permanent solutions
• Motivation to improve knowledge and understanding of new technologies
• Ability to work effectively both independently and as part of a team
• Commitment to professional behaviours including ambition, professionalism, knowledge, integrity and respect
• Full driving licence and ability to travel between offices and undertake client home visits if required

DESIRABLE

• Microsoft Certified professional qualifications
• Knowledge and experience of administering Windows Server environments, including Active Directory, Group Policy, file sharing and printer management
• Knowledge and experience of administering network infrastructure, including firewalls, switches, wireless, VPNs, VLANs, subnets, DHCP and DNS
• Knowledge and experience of administering backup and recovery technologies
• Confidence to use initiative and seek instruction or guidance when appropriate
• Flexible approach to working hours
• Professional and confident approach, with the ability to respond to challenges calmly

BENEFITS

• Birthday leave, a paid charity day and enhanced annual leave with service
• Ongoing training, mentoring and development
• Defined Contribution pension scheme with a 4% employer contribution for eligible jobholders
• Company sick pay scheme outside probation
• Free financial review, staff discounts, rewards and recognition
• Wellbeing and mental health support with a confidential 24/7 advice line
• Free eye tests, refreshments and on-site parking
• Calendar of social events
• Group Life Assurance for permanent employees
• Financial incentives for eligible client and colleague referrals