IT Support Engineer / Service Desk Analyst

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

Benefits offered by this job

Birthday leave

Pension contribution

Free eye tests

On-site parking

Wellbeing support

Job summary

AWD online in Carlisle requests an IT Support Engineer / Service Desk Analyst to bolster our client-facing tech team. You will resolve tickets, provide remote and on-site support, and help with deployments while keeping accurate records and documentation for service levels.

The role emphasizes proactive learning, teamwork, and delivering professional client communications in a varied work environment.

Qualifications

• This role requires experience in customer-facing IT support both remote and on-site.
• Proficiency with Microsoft 365 technologies and end-user device troubleshooting.
• Ability to manage tickets, document work, and meet service targets.

Responsibilities

• Own and resolve technical support requests from multiple channels until closure.
• Provide remote and on-site support and contribute to deployment tasks.
• Record accurate time and activity data in the PSA system and maintain documentation.
• Prioritise requests, meet SLAs/SLOs, and escalate where appropriate.
• Assist with procurement, quotations and basic device/software deployments.
• Produce clear technical documentation for internal and client use.
• Plan workload, coordinate with clients, and communicate professionally.

Skills

Customer-facing IT support

Microsoft 365 troubleshooting

Hardware troubleshooting

Excellent communication

Time management

Accurate documentation

Analytical troubleshooting

Teamwork

Driving licence

Education

Desirable certifications in IT support (e.g., CompTIA/Microsoft)

Tools

Microsoft 365

Windows Server (AD, GP)

PSA/ ticketing systems

Job description

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

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

• 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 escalating 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 Microsoft 365 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