Remote 1st Line IT Support Analyst

Your Housing Group; United Kingdom; Remote; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Pension match

Healthcare plan (Medicash)

Extra holiday option

Volunteer day

Discount scheme

Job summary

Your Housing Group is seeking a 1st Line Service Desk Analyst to join the ICT team on a permanent, homebased role covering the Northwest. The ideal candidate will provide first-class ICT support, triage and resolve a range of incidents, and assist with on-site tasks at Head Office in Warrington as required.

Primary responsibilities include first point of contact, ticketing, and basic fixes, with opportunities for training and professional progression within a flexible, hybrid working environment.

Qualifications

• Experience supporting and troubleshooting Windows 11 and Microsoft 365 tools.
• Ability to diagnose hardware faults across printers, laptops, and AV equipment.
• Basic network troubleshooting skills and wireless networking knowledge.
• Experience with Active Directory, SharePoint permissions, and group policy.
• Experience configuring and supporting mobile devices in an MDM environment.
• Strong customer service skills with clear communication.
• Full UK driving licence.

Responsibilities

• Serve as the first point of contact for ICT issues in a 1st line service desk.
• Phone support, triage tickets, and provide first-line fixes where possible.
• Handle BAU requests and collaborate with 2nd/3rd line for escalation.
• Onsite support at Head Office on a rota-based system.
• Assist with onboarding and provisioning of new staff accounts and devices.
• Contribute to developing and updating Service Desk procedures.
• Maintain accurate records of incidents and resolutions.
• Support hybrid working environment and adapt to changing priorities.

Skills

Windows 11 support

Office 365 Admin

MS Teams support

Microsoft 365 suite

Hardware troubleshooting

Network troubleshooting

AD & SharePoint

Mobile device management

Customer service

UK driving licence

Job description

Your Housing Group is seeking a 1st Line Service Desk Analyst to join the ICT team on a permanent, homebased role covering the Northwest. The ideal candidate will provide first-class ICT support, triage and resolve a range of incidents, and assist with on-site tasks at Head Office in Warrington as required.

Primary responsibilities include first point of contact, ticketing, and basic fixes, with opportunities for training and professional progression within a flexible, hybrid working environment.