Are you passionate about delivering exceptional IT support and helping people resolve technical problems with confidence and clarity? If you thrive in a fast‑paced environment, have a natural ability to explain technical information in a simple and friendly way, and enjoy being the first point of contact for users, we’d love to hear from you! We’re looking for a 1st Line IT Support Analyst to join our busy Service Desk team. This is a fantastic opportunity to grow your IT career within an organisation that values proactive problem‑solvers, great communicators, and team players. You’ll work on a hybrid basis, spending 2–3 days per week in our Lichfield office. ⭐ About the Role As a key member of our IT Service Desk, you will: 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. ⭐ What We’re Looking For ✅ Essential Technical Skills 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.✅ Essential Personal Skills 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.⭐ Desirable Skills & Qualifications Previous experience in a service desk environment. Experience using remote support tools such as TeamViewer or LogMeIn. IT‑related degree or working towards certifications such as CompTIA A, Azure Fundamentals, or Microsoft 365 Associate certifications. ⭐ Why Join Us? Be part of a supportive and friendly IT team. Opportunities to develop your skills and work toward industry-recognised certifications. A role where you can directly improve colleagues’ day‑to‑day experience across the organisation. Hybrid working with a collaborative office environment 2–3 days per week. ✅ How to Apply If you’re ready to grow your IT career, provide great service, and make a real impact across the organisation, we’d love to hear from you. Apply today and start your journey with us