Service Desk Analyst

JR United Kingdom; Lower Hopton; Remote; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking company as a 1st Line Technician, where your role will be pivotal in delivering exceptional IT support to clients across various sectors. You'll troubleshoot and resolve issues, ensuring clients receive top-notch customer service while working closely with a dedicated team. This mostly remote position offers you the chance to make a real impact, as you assist clients with Microsoft 365 tools, manage backups, and provide essential network support. If you have a passion for technology and helping others, this is the perfect opportunity to grow and develop your skills in a supportive environment.

Benefits

Training and Certification Support

Flexible Working Hours

Team Building Activities

Qualifications

• 1 year of experience in IT support role required.
• Basic knowledge of networking and hardware essential.

Responsibilities

• Provide 1st line support for IT queries via phone and email.
• Identify and resolve technical issues related to Cyber Security and Microsoft 365.

Skills

IT Systems Knowledge

Microsoft 365 Familiarity

Cyber Security Understanding

Communication Skills

Problem-Solving Abilities

Customer Service Attitude

Education

IT-related Qualifications (CompTIA A+, Microsoft Certified)

Tools

Microsoft Teams

SharePoint

Intune

Job description

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We’re more than just an MSP – we’re a close-knit team who thrive on making a real impact for the people and businesses we support. Our values guide everything we do, from the way we work together, to how we show up for our clients. As we grow, we’re looking for people who align with these values and want to be part of something meaningful.

I solve Problems – We don’t just fix issues; we dig deeper, think smarter, and always look for better ways to deliver value. We take pride in being proactive, dependable, and sharp in everything we do.

I Care About People – Whether it's a colleague, a client, or a neighbour – we treat everyone with respect, empathy, and honesty. We believe that relationships are just as important as results.

I Get Stuck In – We roll up our sleeves and make things happen. We’re not afraid of change or challenge, and we work together to overcome obstacles with a can-do mindset.

As a 1st Line Technician, you will be the front-line support for our clients, providing IT assistance across various sectors. You’ll be responsible for troubleshooting, resolving issues, and ensuring clients receive a high level of customer service. Working closely with the wider team, you will help ensure seamless IT operations for our clients.

This role is mostly remote support, but you’ll be a key part of the team– sharing knowledge and making sure our clients feel taken care of.

Key Responsibilities

• Provide 1st line support to clients, responding to and troubleshooting IT queries via phone, email, and ticketing system.
• Identify and resolve common technical issues related to Cyber Security, Microsoft 365, Backups, and Network Infrastructure.
• Escalate unresolved issues to senior technicians, ensuring smooth transitions and follow-up.
• Assist with the set up of Microsoft 365 tools like Teams, SharePoint, and Intune for our clients.
• Monitor and manage client backups, ensuring their data is secure and can be restored if necessary.
• Provide basic support for network setup, including WiFi, routers, and switches.
• Maintain detailed logs and documentation of client interactions and technical issues.
• Assist in the onboarding and training of new client services and systems.

Qualifications and Skills

• Basic knowledge of IT systems, including operating systems, networking, and hardware.
• Familiarity with Microsoft 365 services, particularly Teams, SharePoint, and Intune.
• Understanding of common cyber security principles and practices.
• Excellent communication skills with the ability to explain technical issues to non-technical users.
• Strong problem-solving abilities and attention to detail.
• Ability to manage multiple tasks simultaneously and work under pressure.
• A positive, customer-first attitude with a passion for helping others.
• At least 1 year of experience in a similar IT support role is required.
• UK driving license is required.
• IT-related qualifications (e.g., CompTIA A+, Microsoft Certified, or equivalent) are a plus.
• We support training, certifications, and your development goals.
• You’ll be trusted with real responsibility and encouraged to make an impact.