IT Support Analyst – 1st & 2nd Line Support
12 Month Fixed Term Contract – possible conversion to a Permanent role. Must be eligible to work in the UK – no sponsorship. Leading global manufacturer is seeking a Helpdesk Support Analyst to provide 1st and 2nd line IT support. The role will act as the first point of contact for IT support issues for approximately 700 end users across the UK, Ireland & Netherlands.
Key Responsibilities
* Diagnose issues and deliver effective resolutions as part of 1st & 2nd Line Support.
* Log, prioritise and manage Incidents & Requests in ServiceNow.
* Troubleshoot issues by analysing root causes and evaluating options.
* Support a wide range of networked peripherals – Printers, Audio Visual kit, Mobile Devices.
* Support onboarding of new starters, including IT inductions.
* Assist with IT project‑based technical activities.
Experience Required
* 1st & 2nd Line Support experience, happy to deal with 1st line tickets.
* Windows 10/11 and Microsoft 365 proficiency.
* Support for Desktop Applications and networked peripherals.
* Understanding of networking principles – DHCP, DNS – to 1st line level.
* Hardware & software troubleshooting skills.
* Strong problem‑solving ability and attention to detail.
* Ability to work under pressure, manage workloads and take full ownership of tickets, including escalations.
* Approachable, customer‑focused attitude with a passion for technology.
* Ability to work independently as well as part of a small IT Support team.
* Collaborative teamwork approach.
Benefits
14% Annual Bonus; Pension & Life Cover; Company Discounts; Training & Development; Birthday Day Off; opportunity to convert to a Permanent role after 12 months.
Location: London, England, United Kingdom.
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