Salary: £31,000 - 71,000 per year Requirements: All round IT specialist with at least 1 year hands-on experience providing helpdesk support and project delivery Understanding of Windows 10, 11, Server 2008, 2012, 2018, 2019 & Azure Environments Understanding of Service Desk Practices (ITIL preferable) Server Management such as patch management, Active Directory, Group Policy Knowledge of MS 365 Knowledge of MS Office Products (Strong skills with Excel) Understanding of POS systems Experience working with helpdesk ticketing systems (Connectwise) Responsibilities: Go through all support tickets in Connectwise and ensure they are being attended to Ensure SLAs are met Input a minimum of 5 hours worth of billable time entries daily in Connectwise Be part of the after-hours support rota Learn and become certified in Retail Pro 9 Series Learn and become certified in Retail Pro Prism within the first 6 months Provide support & implementation services to our clients Learn other retail solutions we provide to offer support and implementation services Conduct onsite break-fix call outs from time to time Perform onsite installation work In-house build, preparation and testing of systems that are part of projects, one-off jobs, or hardware support Follow our processes and procedures while working in the helpdesk environment Provide support on Microsoft operating systems, including Windows Server versions and Windows 7, 10, 11 Provide support to users of Microsoft Office applications Answer incoming calls and log them in Connectwise Assist other teams within the department as required Manage and monitor the support mailboxes Resolve helpdesk line 1 issues Escalate tickets you are unable to resolve Manage your emails and reply within the same day Provide excellent customer focus and build rapport Work unsupervised, managing assigned workload and priorities Proactively research alternatives and solutions to issues and take action Review reports from Connectwise and provide input on patterns and trends Participate in helpdesk and staff meetings Resolve all client technical issues promptly and effectively ensuring a high first-time fix rate Keep clients informed of incident progress, notifying them of changes or outages Ensure configurations, contact information, and assets are kept up to date in real-time Prioritize and manage multiple tickets based on urgency Communicate with customers to keep them informed of incident progress Ensure high customer service perception and satisfaction Maintain a good working relationship and rapport with other staff members Technologies: Active Directory Azure Excel Hardware Support ITIL Windows Office 365 Cloud DevOps Network More: At Pinnaca, we are looking for a Line 1 IT Support Analyst to join our dynamic team. We focus on providing excellent customer service to high-end luxury retailers, and were proud of our diverse portfolio ranging from apparel to jewelry. We offer a full-time, permanent position with a salary between £22,000 and £27,000 per year, along with benefits such as casual dress, company events, a pension plan, on-site parking, and a referral program. Our work environment is engaging and diverse, requiring quick thinking and strong problem-solving skills. The role is based in person, and youll be closely collaborating with our Service Desk Co-Ordinator to ensure effective communication across all levels. last updated 7 week of 2026