Service Desk Analyst

ed Resourcing Ltd; Welwyn Garden City; On-site; GBP 30,000 - 33,000; Full time

Job summary

ed Resourcing Ltd is seeking a 1st/2nd Line Engineer in Welwyn Garden City to join a growing division within the business. You will provide hands-on IT support and help drive technological excellence across the team.

You'll work with Microsoft 365, Windows environments, SharePoint and Azure AD/Entra ID, learning from senior engineers and taking on responsibilities over time. A collaborative, user-focused service culture is important.

Qualifications

• Experience in a 1st or 2nd line support role.
• Strong troubleshooting across Microsoft environments.
• Experience with Office 365/Microsoft 365.
• Familiar with Windows, SharePoint, Teams and Azure AD/Entra ID.
• Willingness to learn and develop technical skills.

Responsibilities

• Provide 1st and 2nd line IT support to users.
• Troubleshoot and resolve technical issues.
• Supporting Microsoft 365 applications and services.
• Managing and troubleshooting Windows environments.
• Assisting with Office 365, SharePoint, OneDrive and Teams.
• Working with Azure AD / Entra ID, Exchange and Intune.
• Assisting with user accounts, permissions and Group Policy.
• Escalating more complex issues where required.
• Providing a high level of customer service and keeping users informed.

Skills

1st/2nd line support

Troubleshooting

Microsoft environments

Communication

Customer service

Teamwork

Tools

Office 365/Microsoft 365

Windows

SharePoint

Teams

Azure AD / Entra ID

Intune

Exchange

OneDrive

Group Policy

Job description

1st / 2nd Line Engineer

£30,000 - £33,000

Welwyn Garden City

We're working with an established and growing business in Hertfordshire who are looking for a 1st / 2nd Line Engineer to join their team. This is a great opportunity for someone who enjoys being hands-on with technology, solving problems and providing a great service to users. You'll be joining a relatively small team and becoming part of a new division within the business, giving you plenty of opportunity to learn, develop and take on more responsibility over time.

The company has a strong track record of investing in both its technology and its people, with a low staff turnover and a supportive team environment. You'll also get exposure to a broad range of Microsoft technologies and have the opportunity to learn from more senior members of the team.

You'll provide 1st and 2nd line technical support to users, troubleshooting a range of hardware, software and Microsoft 365 issues.

Your responsibilities will include:

• Providing 1st and 2nd line IT support to users
• Troubleshooting and resolving technical issues
• Supporting Microsoft 365 applications and services
• Managing and troubleshooting Windows environments
• Supporting Office 365, SharePoint, OneDrive and Teams
• Working with Azure AD / Entra ID, Exchange and Intune
• Assisting with user accounts, permissions and Group Policy
• Escalating more complex issues where required
• Providing a high level of customer service and keeping users informed

What we're looking for

We're looking for someone who is passionate about IT, enjoys solving problems and genuinely cares about the user experience.

You'll ideally have:

• Previous experience in a 1st or 2nd Line Support / Service Desk role
• Good troubleshooting skills across Microsoft environments
• Experience with Office 365 / Microsoft 365
• Experience with Windows, SharePoint, Teams and Azure AD / Entra ID
• Ideally, exposure to OneDrive, Exchange, Intune and Group Policy
• Strong communication and customer service skills
• A willingness to learn and develop your technical skills
• The ability to work well as part of a small, collaborative team

Why consider the role?

• £30,000 - £33,000 salary
• Join a growing/new division within an established business
• Broad exposure to Microsoft technologies
• Opportunity to learn from experienced senior engineersGenuine opportunities to develop your technical skills
• Supportive team environment
• A company that invests in its people and technology
• Low staff turnover

Please note:

Unfortunately, this company is unable to provide sponsorship.

If you're looking for a role where you can build on your 1st/2nd line experience, work with a broader range of technologies and develop your career within a supportive team, I’d love to hear from you.