We're working with a well-established, people-first organisation to recruit a 1st Line Support Analyst into a highly regarded IT support team. This is a 1st line role supporting around 1200 users, with a strong emphasis on customer service, process, and getting things right first time.
You'll be joining a stable, collaborative service desk where quality matters, ITIL is lived (not just talked about), and security standards are taken seriously.
What you'll be doing -
Providing 1st line support via ticketing system, email, phone calls and face-to-face
Supporting new starters and day-to-day user issues
Working with Microsoft 365, Intune, Entra ID, Exchange, and Defender
Triage, troubleshoot and escalate tickets appropriately to 2nd line where needed
Contributing to internal knowledge base and continuous improvement activities within the team
Supporting users across laptops, mobiles, tablets, and remote devices
Technical environment -
Microsoft-first environment (Hybrid Azure / on-prem)
Intune, Defender, M365, AD & Entra
Cyber Essentials Plus certified, security-driven culture
Structured ITIL-based service desk
What we're looking for
Experience working within a 1st line or service desk environment
Experience working within a charity or not-for-profit environment may be beneficial
Strong Microsoft 365 and Windows support experience
Confident communicator with a genuine "people" mindset
Calm under pressure and comfortable supporting senior stakeholders
Technically curious, able to ask the right questions to gauge full understanding of technical issues for resolution or escalation
About the role -
Permanent opportunity
Birmingham based office, with on-site working
On-site parking
Shift rotation of 8am-4pm or 9am-5pm. You must be able to work both shift patterns
25 days holiday (rising to 30 with continued service) + bank holidays, pension up to 8% matched, medical health cashback scheme
Employer will pay for one annual subscription to a professional body