Junior IT Support Technician / Service Desk Analyst (AWDO-C15300)

AWD online; West of England; Hybrid; GBP 17,000 - 28,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Company pension

Health cash plan

Income protection

Training & development

Job summary

AWD online is seeking a Junior IT Support Technician / Service Desk Analyst in a hybrid Bristol role. This entry-level position offers full training, a pathway into IT support, and exposure to incident, request and access management in a managed services setting.

You will work in a collaborative team, handling incidents from first contact through resolution while developing knowledge articles and improving processes. Training, development and a competitive benefits package are provided.

Qualifications

• Entry-level IT support exposure or completion of a relevant internship programme
• Strong computer literacy, including Word, Excel and Teams
• Clear written and verbal communication, with ability to explain incidents to diverse audiences
• Solid problem-solving, critical thinking and decision-making capabilities
• Ability to work under pressure in a busy environment and adapt to changing circumstances
• Active listening and client-focused approach to support interactions
• Ability to communicate across cultures and social groups
• Willingness to share knowledge and contribute to a knowledge base
• Basic understanding of IP and open-source licensing in software
• Good information security and data privacy awareness
• Right to work in the UK; visa sponsorship not available

Responsibilities

• Log, manage and progress incidents and approved service requests in line with procedures
• Provide telephone or chat support and communicate complex incidents clearly
• Monitor client infrastructure, identify recurring issues and escalate as needed
• Follow handover procedures to maintain service continuity
• Update knowledge articles and documentation for future use
• Identify opportunities to improve processes and automate requests
• Adhere to information security and data privacy policies
• Support ESG and sustainability initiatives through the role

Skills

Communication skills

Microsoft Office

IT helpdesk basics

Problem-solving

Attention to detail

Active listening

Cross-cultural communication

IP/open-source licensing

Information security awareness

Right to work in UK

Customer service mindset

Job description

Junior IT Support Technician / Service Desk Analyst (AWDO-C15300)

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 elevate 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

• Company pension
• Death in Service (4 x salary)
• Employee discounts

JOB REF: AWDO-C15300