1. Location: Birmingham
2. Salary: GBP - GBP per annum
3. Start Date: 10/02/
4. Contract Type: Permanent
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 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 -
5. Providing 1st line support via ticketing system, email, phone calls and face-to-face
6. Supporting new starters and day-to-day user issues
7. Working with Microsoft, Intune, Entra ID, Exchange, and Defender
8. Triage, troubleshoot and escalate tickets appropriately to 2nd line where needed
9. Contributing to internal knowledge base and continuous improvement activities within the team
10. Supporting users across laptops, mobiles, tablets, and remote devices
Technical environment -
11. Microsoft-first environment (Hybrid Azure / on-prem)
12. Intune, Defender, M, AD & Entra
13. Cyber Essentials Plus certified, security-driven culture
14. Structured ITIL-based service desk
What we're looking for
15. Experience working within a 1st line or service desk environment
16. Experience working within a charity or not-for-profit environment may be beneficial
17. Strong Microsoft and Windows support experience
18. Confident communicator with a genuine "people" mindset
19. Calm under pressure and comfortable supporting senior stakeholders
20. Technically curious, able to ask the right questions to gauge full understanding of technical issues for resolution or escalation
About the role -
21. Permanent opportunity
22. Birmingham based office, with on-site working
23. On-site parking
24. Shift rotation of 8am-4pm or 9am-5pm. You must be able to work both shift patterns
25. 25 days holiday (rising to 30 with continued service) + bank holidays, pension up to 8% matched, medical health cashback scheme
26. Employer will pay for one annual subscription to a professional body.