Requirements
Must have:
- Previous Service Desk or IT support experience (preferred) - Experience with Active Directory (on-prem and Entra) - Experience using Intune and Autopilot - Experience managing Exchange Online / Microsoft 365 mailboxes - Relevant IT qualifications such as CompTIA (or working towards) - Excellent communication skills and the ability to explain technical issues clearly to non-technical users - Strong problem-solving skills and attention to detail - Ability to prioritise, multitask and meet deadlines - A collaborative team player who can also work independently - A genuine passion for delivering great customer service
Responsibilities:
- Acting as the first point of contact for IT queries via phone, email and service desk tickets - Diagnosing and resolving common hardware, software and user issues - Supporting Windows 10 & 11 desktops and laptops - Managing and progressing tickets through the IT Service Desk in line with agreed SLAs - Installing, configuring and supporting business applications - Supporting Microsoft 365 and Exchange Online environments - Working with Intune, Entra and Autopilot to manage devices and users - Building and provisioning laptops, mobile phones and user equipment - Maintaining the IT asset register and documentation - Updating the IT knowledgebase and improving support processes - Ensuring IT services align with information security standards - Keeping users informed and confident through clear communication and updates - Contributing to out-of-hours support when required - Occasionally visiting other office locations to provide onsite support
Company:
We are a growing IT function based in Livingston, offering an amazing opportunity for a friendly and proactive 1st Line IT Support Analyst. Our environment is supportive and fast-paced, focusing on developing technical skills while solving problems and helping others. We provide a competitive salary plus annual performance bonus, 30 days holiday (increasing with service), a collaborative and inclusive culture, career development opportunities, and various benefits including pension and life insurance. If you are passionate about IT and customer service, we would love to have you on our team.