Service Desk Analyst

Big Red Recruitment; Stratford-upon-Avon; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Access to multiple training courses

Opportunities for career growth

Supportive team environment

Job summary

A leading recruitment agency is seeking a 1st Line Support professional to join their dynamic IT team in Hinckley, UK. In this role, you will troubleshoot and resolve a wide range of issues while gaining exposure to diverse technologies such as Azure, CISCO networking, and M365. The position offers opportunities for growth and continuous training in a supportive environment. Ideal candidates should have experience in IT Helpdesk roles and strong communication skills. This role includes onsite work with some weekend shifts.

Qualifications

• 12+ months’ experience in a busy IT Helpdesk / 1st Line Support role.
• Confident communication and strong customer service skills.
• Basic understanding of TCP/IP and networking.

Responsibilities

• Log, prioritise, and troubleshoot a wide range of issues.
• Support technologies across Azure Cloud, CISCO networking, telephony, M365.
• Deliver a genuinely high standard of service, aligned to SLAs.

Skills

Confident communication

Strong customer service skills

Experience with Windows 10/11

Experience with Microsoft 365

Basic understanding of TCP/IP

Knowledge of Active Directory

ITIL awareness

Job description

Ready to move past “have you tried turning it off and on again?”

If you’ve done a solid year (or more) on an IT helpdesk and you’re starting to feel boxed in — rushed calls, endless handovers, no time to actually fix things this might be the step up you’ve been waiting for.

This is a 1st Line Support role inside a large, well-established enterprise where you’re trusted to own incidents, not just log them, and also you get time to think, troubleshoot, and learn.

You’ll be part of a friendly, collaborative IT team based onsite in Hinckley, supporting users across the UK. The environment is busy but supportive, and you’ll be exposed to real systems, real projects, and real responsibility. You’ll be the first point of contact for internal users.

You’ll:

• Log, prioritise, and troubleshoot a wide range of issues
• Support technologies across Azure Cloud, CISCO networking, telephony, M365, and much more
• Take more ownership of the calls you pick up, seeing issues through, not passing them off
• Escalate intelligently to 2nd and 3rd line when needed, working closely with senior engineers
• Deliver a genuinely high standard of service, aligned to SLAs

You’ll also get exposure to group wide IT projects and access to multiple training courses to keep developing.

What you’ll need:

• 12+ months’ experience in a busy IT Helpdesk / 1st Line Support role
• Confident communication and strong customer service skills
• Experience with Windows 10/11, Microsoft 365, Active Directory, MS Office
• A basic understanding of TCP/IP and networking
• ITIL awareness

The setup:

It’s an onsite role at the Hinckley Leicestershire offices, and operates on a shift basis with some weekend work (One weekend in six, worked remotely, plus two days off in the week).

Why join?

This is a role for someone who wants to grow, not stagnate. You’ll be joining an organisation that invests heavily in training, promotes from within when there’s an opportunity and gives junior support staff the space to develop into real technologists.

Big Red Recruitment are working on the role exclusively and If you feel like this, is you then apply ASAP as we have interview slots available!