Salary: £45,000 - 70,000 per year Requirements: Experience working within a 1st line or service desk environment Experience working within a charity or not-for-profit environment may be beneficial Strong Microsoft 365 and Windows support experience Confident communicator with a genuine people mindset Calm under pressure and comfortable supporting senior stakeholders Technically curious, able to ask the right questions to gauge full understanding of technical issues for resolution or escalation Responsibilities: Providing 1st line support via ticketing system, email, phone calls and face-to-face Supporting new starters and day-to-day user issues Working with Microsoft 365, Intune, Entra ID, Exchange, and Defender Triage, troubleshoot and escalate tickets appropriately to 2nd line where needed Contributing to internal knowledge base and continuous improvement activities within the team Supporting users across laptops, mobiles, tablets, and remote devices Technologies: Support ITIL Microsoft 365 Security Windows Office 365 Azure Cloud More: We are a well-established, people-first organization looking to recruit a 1st Line Support Analyst into our highly regarded IT support team. Youll be joining a stable, collaborative service desk where quality matters, ITIL is lived, and security standards are taken seriously. This permanent opportunity is based in our Birmingham office, offering on-site working and parking. We provide a shift rotation of 8am-4pm or 9am-5pm, with a benefits package that includes 25 days holiday (rising to 30 with continued service), bank holidays, up to 8% matched pension, and a medical health cashback scheme. Additionally, we will pay for one annual subscription to a professional body. last updated 8 week of 2026