Salary: £30,000 - 55,000 per year Requirements: Strong understanding of PC hardware components and their functions. Experience supporting Windows 10/11 devices. Confident troubleshooting printer, software, and hardware issues. Working knowledge of Microsoft 365 apps (Outlook, Word, Excel, Teams, OneDrive). Good understanding of Active Directory (accounts, groups, policies, password resets). Basic networking knowledge including IP, DNS, and DHCP. Familiarity with Azure Active Directory and device management tools such as Intune. Excellent customer service skills with the ability to remain calm and professional. Clear verbal and written communication abilities. Ability to prioritise workload effectively in a busy, fast-paced environment. Strong problem-solving mindset with logical, methodical troubleshooting skills. Eagerness to learn and apply new technical skills quickly. Able to explain technical information in a way non-technical users can easily understand. Previous experience in a service desk environment (desirable). Experience using remote support tools such as TeamViewer or LogMeIn (desirable). IT-related degree or working towards certifications such as CompTIA A, Azure Fundamentals, or Microsoft 365 Associate certifications (desirable). Responsibilities: Act as the first point of contact for IT queries via phone, email, tickets, and live chat. Troubleshoot and resolve common hardware, software, and connectivity issues. Log and manage incidents in line with SLAs and KPIs, keeping users regularly updated. Escalate issues promptly where required and ensure critical incidents are highlighted immediately. Record clear troubleshooting steps and outcomes for every ticket. Support queue management on scheduled days to help deliver a high-quality service. Create and maintain knowledge base articles for colleagues and end users. Technologies: Active Directory Azure Excel Hardware Support Microsoft 365 Windows Office 365 Cloud More: We are a dynamic organization looking for a 1st Line IT Support Analyst to join our busy Service Desk team. Our workplace values proactive problem-solvers, great communicators, and team players. This hybrid role allows you to work 2-3 days per week in our Lichfield office, where you will be part of a supportive team and have opportunities to develop your skills. By joining us, you will directly improve your colleagues day-to-day experience and work towards industry-recognised certifications. last updated 17 week of 2026