Junior IT Support Technician / Service Desk Analyst

AWD online; West of England; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Company pension

Income Protection

Health Cash Plan

Death in Service (4 x salary)

Training & Development

Employee discounts

Volunteer Day

Job summary

AWD online is recruiting a Junior IT Support Technician / Service Desk Analyst to offer first-line incident and request support within a collaborative managed services team. This entry-level role includes full training with a provisional November 2026 start and a hybrid location in Bristol.

You will handle incidents from first contact through resolution, assist clients, and contribute to knowledge base updates, process improvements and security awareness while developing practical IT support

Qualifications

• Entry-level IT support exposure or completion of a relevant internship program.
• Proficiency with Microsoft Word, Excel and Teams.
• Strong written and verbal communication, including explaining complex incidents clearly.
• Critical thinking, decision-making and problem-solving skills.
• Ability to work in a busy environment and adapt to change.
• Right to work in the UK; visa sponsorship not available.

Responsibilities

• Log, manage and progress incidents and service requests in line with procedures, SLAs and KPIs.
• Provide telephone or chat support and communicate incidents clearly to stakeholders.
• Monitor client infrastructure, identify recurring incidents and escalate where necessary.
• Follow handover procedures to maintain service continuity.
• Update knowledge articles and documentation, applying IP and licensing awareness.
• Identify opportunities to automate requests and incidents and improve processes.
• Follow information security and data privacy policies.
• Support ESG objectives through performance management.

Skills

Communication skills

Problem solving

Computer literacy

Active listening

Teamwork

Organizational skills

Education

Internship program

Tools

Word

Excel

Teams

Job description

Junior IT Support Technician / Service Desk Analyst – Full Training Provided

Build your IT support career in a collaborative managed services team, providing first-line incident, request and access support for clients. This entry-level opportunity suits IT graduates and candidates with strong communication, problem-solving and computer literacy skills, with a provisional November 2026 start.

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

A strong benefits package includes 25 days’ holiday plus bank holidays, a company pension, health cash plan, income protection and training and development.

SALARY: Up to £28,000 per annum (depending on experience) + Benefits

LOCATION: Hybrid - Bristol, South West England

JOB TYPE: Full-Time, Fixed-Term Contract until 31 December 2027 (with the potential to go permanent)

WORKING HOURS: Monday–Friday 9:00am–5:30pm for the first 2 weeks, then a shift rota, typically 4 days on / 4 days off with 12-hour shifts; alternating one month on days (9:30am–9:30pm) and one month on nights (9:30pm–9:30am)

JOB OVERVIEW

This is an excellent opportunity to build practical IT support expertise in a collaborative managed services environment. The Junior IT Support Technician / Service Desk Analyst will build skills through structured ticket management and client support.

Reporting to the Service Operations Manager, the Junior IT Support Technician / Service Desk Analyst will manage incidents and service requests from first contact through resolution, escalation or handover in line with SLAs and KPIs.

The Junior IT Support Technician / Service Desk Analyst will also support monitoring, knowledge documentation, service continuity, security compliance and process improvement, including automation opportunities.

DUTIES

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

• Incident and Request Management: Log, manage and progress incidents and approved service requests accurately in line with procedures, SLAs and KPIs

• Client Support and Communication: Provide telephone or chat support, keep clients informed and communicate complex incidents clearly to internal and external stakeholders

• Monitoring and Escalation: Monitor client infrastructure and solutions, identify recurring incidents and opportunities for incident reduction, and escalation where necessary

• Shift Handover and Service Continuity: Follow handover procedures, highlighting key tickets and critical upcoming tasks to maintain continuity

• Knowledge and Documentation: Update and create knowledge articles and documentation, applying appropriate intellectual property and open-source licensing awareness

• Process Improvement and Automation: Identify opportunities to optimise work and automate request fulfilment, incident resolution and wider processes

• Security and Data Privacy: Follow information security and data privacy policies and the information security framework

• ESG Contribution: Support environmental, social and governance objectives and contribute to a personal ESG goal through the performance management process

CANDIDATE REQUIREMENTS

• Entry-level IT support exposure or completion of a relevant internship programme

• Computer literacy, including Microsoft Word, Excel and Teams

• Strong written and verbal communication skills, including explaining complex incidents clearly

• Critical thinking, decision-making and problem-solving skills

• Ability to work effectively in a busy environment and adapt to changing circumstances

• Active listening skills and a client-focused approach

• Ability to communicate and work across different cultures and social groups

• Ability to plan ahead and support a knowledge-sharing culture

• Sound understanding of intellectual property and open-source licensing in the context of software development

• Good understanding of information security and data privacy requirements

• Right to work in the UK is required; visa sponsorship is not available

BENEFITS

• 25 days’ holiday plus bank holidays

• Company pension

• Income Protection

• Health Cash Plan

• Death in Service (4 x salary)

• Training & Development

• Employee discounts

• Volunteer Day

JOB REF: AWDO-C15300