Salary: £25,000 - 26,000 per year Requirements: Previous experience working as a Support Desk Analyst or in a similar first-line IT support role Experience working in a service desk environment, managing and updating tickets Good understanding of Windows, Microsoft Office and general IT systems Experience with user account management (password resets, permissions, access) Basic knowledge of networking or VPN connectivity issues Familiarity with ticketing systems and ideally ITIL-based processes Strong communication skills with the ability to explain technical issues clearly A calm, professional and helpful approach when dealing with users Good organisation skills with the ability to manage multiple tickets at once A methodical approach to troubleshooting and following processes Awareness of data protection and handling sensitive information appropriately ITIL Foundation or similar (bonus) Experience supporting multiple sites or remote users (bonus) Exposure to cloud systems or business applications (bonus) Responsibilities: Acting as the first point of contact for all IT support queries across the business Logging, categorising and prioritising tickets through the helpdesk system Troubleshooting hardware, software, access and basic network issues Providing first-line support for Microsoft Office, Windows and business systems Managing user accounts including password resets, access and permissions Supporting new starters and leavers with account setup, equipment and access Escalating more complex issues with clear and accurate information Monitoring and progressing tickets to meet agreed response times Supporting laptops, mobiles and other IT equipment Assisting with system updates, patches and general maintenance Maintaining accurate ticket notes and contributing to support documentation Technologies: Cloud Hardware Support ITIL Network VPN Windows More: We are Pertemps, the UKs largest independent recruitment agency, and we are seeking a reliable and approachable Support Desk Analyst to join our IT team in Meriden, West Midlands. This is a permanent, full-time position with a salary of up to £26,000 per annum, depending on experience. Our Support Desk Analyst role offers 33 days holiday including bank holidays, a pension scheme, and free on-site parking. This office-based position provides an exciting opportunity for someone who enjoys helping others and problem-solving in a dynamic environment. last updated 17 week of 2026