IT Support Engineer / Service Desk Analyst

AWD online; City Of London; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Private healthcare after probation

Learning and development opportunities

Pension scheme

Birthday day off

Cycle to work scheme

Eyecare vouchers

Career progression opportunities

Job summary

AWD online is seeking an IT Support Engineer / Service Desk Analyst to provide first-line troubleshooting, covering desktops, devices and user access in a collaborative, fast-paced environment.

Role offers hybrid working with 3 days in the City of London office and 2 days from home. Salary ranges £28,000–£34,000 plus benefits, with private healthcare after probation and strong learning opportunities.

Qualifications

• Relevant IT support experience.
• Familiarity with ITIL Foundation.
• Strong troubleshooting and problem-solving skills.
• Ability to manage pressure, deadlines and changing priorities.
• Excellent customer service, interpersonal and communication skills.
• Proactive approach, strong work ethic and commitment to continuous learning.
• Ability to collaborate effectively within an inclusive, supportive team.

Responsibilities

• Incident Logging and Prioritisation: Act as the first point of contact for IT queries, logging, categorising and prioritising incidents.
• Technical Troubleshooting: Diagnose and resolve basic issues across desktops, laptops, mobile devices, Windows and macOS, escalating more complex problems when required.
• User Access and Security: Handle password resets, account updates and multifactor authentication using Active Directory, Azure AD and similar systems.
• Hardware and Software Support: Install, configure and maintain hardware and software to support smooth business operations.
• Documentation and Knowledge Management: Maintain clear, current records and contribute to knowledge resources.
• Customer Service and Communication: Provide professional updates, useful guidance and jargon-free explanations to end users.
• Service Improvement: Identify recurring issues and contribute to process optimisation and service improvements.
• Learning and Development: Take part in Microsoft certification training covering Modern Desktop, Intune and Azure platforms.

Skills

IT support experience

ITIL Foundation familiarity

Troubleshooting

Customer service

Communication skills

Team collaboration

Job description

IT Support Engineer / Service Desk Analyst

Join a supportive, fast-paced technology team providing first-line support to clients. This opportunity suits someone with relevant IT support experience, strong customer service skills and a drive to keep learning and developing.

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, First Line Support Engineer, Desktop Support Engineer, IT Support Analyst

Benefits include private healthcare after probation, learning and development opportunities, pension scheme and birthday day off.

SALARY: £28,000 - £34,000 per annum (depending on experience) + Benefits

LOCATION: Hybrid / 3 days in the City of London office (Faringdon / Chancery Lane EC1N) and 2 days working from home

JOB TYPE: Full-Time, Permanent

WORKING HOURS: 35 hours per week, Monday to Friday

Fantastic Career Progression Opportunities

JOB OVERVIEW

Build your technical knowledge while helping clients stay productive and supported in a lively, collaborative environment. The IT Support Engineer / Service Desk Analyst provides first-line troubleshooting across devices, operating systems, user access and business technology.

Working with colleagues and end users, the IT Support Engineer / Service Desk Analyst combines clear communication with accurate incident handling, documentation and timely escalation.

Microsoft certification training gives the IT Support Engineer / Service Desk Analyst opportunities to develop knowledge across Modern Desktop, Intune and Azure while contributing ideas that improve service delivery.

DUTIES

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

• Incident Logging and Prioritisation: Act as the first point of contact for IT queries, logging, categorising and prioritising incidents

• Technical Troubleshooting: Diagnose and resolve basic issues across desktops, laptops, mobile devices, Windows and macOS, escalating more complex problems when required

• User Access and Security: Handle password resets, account updates and multifactor authentication using Active Directory, Azure AD and similar systems

• Hardware and Software Support: Install, configure and maintain hardware and software to support smooth business operations

• Documentation and Knowledge Management: Maintain clear, current records and contribute to knowledge resources

• Customer Service and Communication: Provide professional updates, useful guidance and jargon-free explanations to end users

• Service Improvement: Identify recurring issues and contribute to process optimisation and service improvements

• Learning and Development: Take part in Microsoft certification training covering Modern Desktop, Intune and Azure platforms

CANDIDATE REQUIREMENTS

ESSENTIAL

• Relevant IT support experience

• Familiarity with ITIL Foundation

• Strong troubleshooting and problem-solving skills

• Ability to manage pressure, deadlines and changing priorities

• Excellent customer service, interpersonal and communication skills

• Proactive approach, strong work ethic and commitment to continuous learning

• Ability to collaborate effectively within an inclusive, supportive team

DESIRABLE

• IT support experience gained in a managed service provider environment

• Microsoft certifications such as AZ-900, MS-900 or SC-900

BENEFITS

• Learning and development opportunities, including Microsoft certifications, development pathways and internal and external training

• Career progression opportunities

• 21 days’ holiday, increasing with service, plus public holidays

• Birthday day off

• Private healthcare after probation

• 40% off gym membership

• Pension scheme from day one

• Cycle to work scheme

• Eyecare vouchers

• Central London location

• Friendly, inclusive and sustainable working environment

• Regular social events

• Electric car scheme after qualifying service

• Recruitment referral scheme

JOB REF: AWDO-P15203