IT Service Desk Analyst 1st line support Liverpool/Remote. 120 per day PAYE 3 Month rolling contract O365 ServiceNow Leading professional services company is actively recruiting for an experienced 1st Line support Analyst/Service Desk Analyst to join a dynamic and friendly team. Joining a team of 18, the IT Service Desk Analyst/1st Line support Analyst will be: Providing customer centred support to provide call handling (20 calls per day, 16 resolved min), ticket and incident management, escalation and first line investigation and resolution in line with ITIL standards and agreed KPI measurements Ensure troubleshooting steps are followed consulting documentation, knowledge base, various support systems and appropriate websites Ensure regular ticket updates to manage customer expectations Ensure timely call resolution with agreement from the client Ensure that all calls logged contain detailed information regarding the issue/request, along with troubleshooting steps taken prior to escalating Ensure that when troubleshooting, you consult documentation, knowledge and appropriate websites Provide first point of contact for any escalation for users throughout the business provide first point of contact for any internal queries from Service Desk Analysts Report to Service Desk Management on Team Performance Workflow Co-ordination and Triage to agreed KPI's. Technical skills for the position of IT Service Desk Analyst/ 1st Line support Analyst Proven experience of working with Tier 1 Microsoft applications (O365) Proven Experience of Incident Management Systems (ServiceNow) First Line level IT support experience preferably within a remote support position Knowledge of the operational and support aspects of computer systems, hardware, software and peripheral equipment including but not limited to: Active Directory, O365 application suite, Windows 10, SCCM, Azure, SharePoint, Mimecast, Cloud Computing, Sophos Availability to cover multiple early and late shift throughout the week as per the needs of the business. (These will be 8-4:15pm, 8:45-5pm and 9:45 - 6pm on a rotational basis). The expectation will be to come into the office one day a week but once every 8 weeks you will be required to be in the office for the whole week to provide support.
27/11/2025
Contractor
IT Service Desk Analyst 1st line support Liverpool/Remote. 120 per day PAYE 3 Month rolling contract O365 ServiceNow Leading professional services company is actively recruiting for an experienced 1st Line support Analyst/Service Desk Analyst to join a dynamic and friendly team. Joining a team of 18, the IT Service Desk Analyst/1st Line support Analyst will be: Providing customer centred support to provide call handling (20 calls per day, 16 resolved min), ticket and incident management, escalation and first line investigation and resolution in line with ITIL standards and agreed KPI measurements Ensure troubleshooting steps are followed consulting documentation, knowledge base, various support systems and appropriate websites Ensure regular ticket updates to manage customer expectations Ensure timely call resolution with agreement from the client Ensure that all calls logged contain detailed information regarding the issue/request, along with troubleshooting steps taken prior to escalating Ensure that when troubleshooting, you consult documentation, knowledge and appropriate websites Provide first point of contact for any escalation for users throughout the business provide first point of contact for any internal queries from Service Desk Analysts Report to Service Desk Management on Team Performance Workflow Co-ordination and Triage to agreed KPI's. Technical skills for the position of IT Service Desk Analyst/ 1st Line support Analyst Proven experience of working with Tier 1 Microsoft applications (O365) Proven Experience of Incident Management Systems (ServiceNow) First Line level IT support experience preferably within a remote support position Knowledge of the operational and support aspects of computer systems, hardware, software and peripheral equipment including but not limited to: Active Directory, O365 application suite, Windows 10, SCCM, Azure, SharePoint, Mimecast, Cloud Computing, Sophos Availability to cover multiple early and late shift throughout the week as per the needs of the business. (These will be 8-4:15pm, 8:45-5pm and 9:45 - 6pm on a rotational basis). The expectation will be to come into the office one day a week but once every 8 weeks you will be required to be in the office for the whole week to provide support.
Service Desk Analyst 3 months - extensions Milton Keynes - x5 days on-site 178.12 per day inside IR35 - Umbrella only PRIMARY PURPOSE OF THE JOB The Service Desk is a key IT function and delivers the leading practice, customer-focused approach defined by our clients Services Strategy to all in the retail network, with associated high levels of service and satisfaction. The Service Desk Analyst's responsibilities include incident and service request logging, providing technical first time fix solutions and escalating service request and incidents to second level Support areas where necessary. MAIN RESPONSIBILITIES Responsible for a technical 'first time fix' where possible, working towards defined targets and KPIs. Responsible for ensuring internal and external calls are answered effectively and efficiently and within the required SLA. Responsible for assigning the correct impact and urgency of incidents and requests. Engage with all support teams to deliver resolution of incidents and ensuring customer satisfaction. Own incident resolution throughout local subsidiary with input from headquarters and 3rd party providers. Manage multiple work channels, ensuring each work queue is maintained and appropriate management information provided daily to the Service Operations Manager. Responsible for organising own daily work tasks using the incident management system. Communicating written and verbal updates with stakeholders from all levels within the business. Administration and resolution of complaints, escalating where required. Create and maintain knowledge base and local working instructions. Manage escalations for all service users, providing full business impact analysis. Manage out of hours escalations with AMS, Managerial and HQ support teams. Responsible for activities that require Service Desk approval for Service transition for new products and services accepted in to service. SKILLS & PERSONAL CHARACTERISTICS REQUIRED Time and priority management skills to enable efficient customer service delivery. Self-motivated and a strong team player. Ability to competently support incident resolution both independently and as part of a team. Ability to learn and support new applications and systems. The ability to influence others (both internally and externally) is essential in order to support users in completing actions. Proven verbal and written customer handling skills to enable customer satisfaction. Ability to cope within a pressurised environment whilst meeting deadlines. Proven analytical skills. All profiles will be reviewed against the required skills and experience. Due to the high number of applications we will only be able to respond to successful applicants in the first instance. We thank you for your interest and the time taken to apply!
27/11/2025
Contractor
Service Desk Analyst 3 months - extensions Milton Keynes - x5 days on-site 178.12 per day inside IR35 - Umbrella only PRIMARY PURPOSE OF THE JOB The Service Desk is a key IT function and delivers the leading practice, customer-focused approach defined by our clients Services Strategy to all in the retail network, with associated high levels of service and satisfaction. The Service Desk Analyst's responsibilities include incident and service request logging, providing technical first time fix solutions and escalating service request and incidents to second level Support areas where necessary. MAIN RESPONSIBILITIES Responsible for a technical 'first time fix' where possible, working towards defined targets and KPIs. Responsible for ensuring internal and external calls are answered effectively and efficiently and within the required SLA. Responsible for assigning the correct impact and urgency of incidents and requests. Engage with all support teams to deliver resolution of incidents and ensuring customer satisfaction. Own incident resolution throughout local subsidiary with input from headquarters and 3rd party providers. Manage multiple work channels, ensuring each work queue is maintained and appropriate management information provided daily to the Service Operations Manager. Responsible for organising own daily work tasks using the incident management system. Communicating written and verbal updates with stakeholders from all levels within the business. Administration and resolution of complaints, escalating where required. Create and maintain knowledge base and local working instructions. Manage escalations for all service users, providing full business impact analysis. Manage out of hours escalations with AMS, Managerial and HQ support teams. Responsible for activities that require Service Desk approval for Service transition for new products and services accepted in to service. SKILLS & PERSONAL CHARACTERISTICS REQUIRED Time and priority management skills to enable efficient customer service delivery. Self-motivated and a strong team player. Ability to competently support incident resolution both independently and as part of a team. Ability to learn and support new applications and systems. The ability to influence others (both internally and externally) is essential in order to support users in completing actions. Proven verbal and written customer handling skills to enable customer satisfaction. Ability to cope within a pressurised environment whilst meeting deadlines. Proven analytical skills. All profiles will be reviewed against the required skills and experience. Due to the high number of applications we will only be able to respond to successful applicants in the first instance. We thank you for your interest and the time taken to apply!
Job Title : Application Support Analyst - 1st Line Support Location : Shipley, West Yorkshire Salary : 24,000 - 26,000 per annum Job type : Full time - Permanent Job overview: We are seeking a proactive and customer-focused Application Support Analyst to join our 1st Line Support team. You'll be the first point of contact for our clients, resolving incidents, answering queries, and ensuring a high-quality support experience. This role offers excellent training, exposure to a wide range of technologies, and opportunities to progress into 2nd line support. Responsibilities: Act as the first line of service for customers, logging and managing tickets from phone calls, emails, and live chat. Resolve 1st line incidents and queries, ensuring timely, accurate, and professional responses. Serve as a liaison between clients and internal development teams for escalated product issues, enhancements, and bug fixes. Log, track, and follow up on incidents through to completion. Collaborate with the Account Management Team and other departments to improve processes and client communication. Test software prior to end-user deployment. Create and maintain knowledge base and training materials. About you: Efficient - Deliver high-quality work with minimal wasted effort. Proactive - Take initiative, solve problems independently, and bring new ideas. Adaptable - Manage interruptions, changing priorities, and multiple tasks professionally. Organised - Plan, schedule, and focus on priorities. Analytical - Draw clear insights from data and information. Persistent - Stay committed until resolution is achieved. Team-Oriented - Collaborate effectively with colleagues. Professional - Represent the business knowledgeably at all times. Essential Requirements: Understanding of basic IT support concepts, gained through prior work experience, formal training, or completion of a relevant IT course. Excellent written and verbal communication skills. Strong customer service mindset and the ability to explain technical concepts clearly. Desirable Skills: 2+ years of experience in customer or technical support within a complex environment. Previous 1st line support and remote troubleshooting experience. MS SQL Server (T-SQL) skills, including: Writing and executing SELECT statements Making database alterations Profiling to identify and resolve issues Manipulating client data using T-SQL Additional Opportunities: Progression pathways into 2nd line support. Support and administer hosted production environments. Perform software installations of Watermark software. Gain experience with data imports and conversions. Assist with internal server maintenance and upkeep. Benefits: Work with a strong global brand in a growing company. Competitive salary. Full training and ongoing professional development. Clear career progression opportunities. Regular staff social events. If you feel you could be an asset to our team then please click the APPLY button to send your CV and cover letter. Candidates with experience of: Helpdesk Engineer, Service Desk Technician, Infrastructure Engineer, 2nd Line Support Engineer, ICT Systems Engineer, IT Technician, IT Service Desk Technician, 3rd Line Support, 2nd Line Support Technician, Technical Support, IT Support, IT Systems Engineer, IT Systems Technician, ICT Technician, IT Systems Support may also be considered for this role.
26/11/2025
Full time
Job Title : Application Support Analyst - 1st Line Support Location : Shipley, West Yorkshire Salary : 24,000 - 26,000 per annum Job type : Full time - Permanent Job overview: We are seeking a proactive and customer-focused Application Support Analyst to join our 1st Line Support team. You'll be the first point of contact for our clients, resolving incidents, answering queries, and ensuring a high-quality support experience. This role offers excellent training, exposure to a wide range of technologies, and opportunities to progress into 2nd line support. Responsibilities: Act as the first line of service for customers, logging and managing tickets from phone calls, emails, and live chat. Resolve 1st line incidents and queries, ensuring timely, accurate, and professional responses. Serve as a liaison between clients and internal development teams for escalated product issues, enhancements, and bug fixes. Log, track, and follow up on incidents through to completion. Collaborate with the Account Management Team and other departments to improve processes and client communication. Test software prior to end-user deployment. Create and maintain knowledge base and training materials. About you: Efficient - Deliver high-quality work with minimal wasted effort. Proactive - Take initiative, solve problems independently, and bring new ideas. Adaptable - Manage interruptions, changing priorities, and multiple tasks professionally. Organised - Plan, schedule, and focus on priorities. Analytical - Draw clear insights from data and information. Persistent - Stay committed until resolution is achieved. Team-Oriented - Collaborate effectively with colleagues. Professional - Represent the business knowledgeably at all times. Essential Requirements: Understanding of basic IT support concepts, gained through prior work experience, formal training, or completion of a relevant IT course. Excellent written and verbal communication skills. Strong customer service mindset and the ability to explain technical concepts clearly. Desirable Skills: 2+ years of experience in customer or technical support within a complex environment. Previous 1st line support and remote troubleshooting experience. MS SQL Server (T-SQL) skills, including: Writing and executing SELECT statements Making database alterations Profiling to identify and resolve issues Manipulating client data using T-SQL Additional Opportunities: Progression pathways into 2nd line support. Support and administer hosted production environments. Perform software installations of Watermark software. Gain experience with data imports and conversions. Assist with internal server maintenance and upkeep. Benefits: Work with a strong global brand in a growing company. Competitive salary. Full training and ongoing professional development. Clear career progression opportunities. Regular staff social events. If you feel you could be an asset to our team then please click the APPLY button to send your CV and cover letter. Candidates with experience of: Helpdesk Engineer, Service Desk Technician, Infrastructure Engineer, 2nd Line Support Engineer, ICT Systems Engineer, IT Technician, IT Service Desk Technician, 3rd Line Support, 2nd Line Support Technician, Technical Support, IT Support, IT Systems Engineer, IT Systems Technician, ICT Technician, IT Systems Support may also be considered for this role.
First Line Analyst Location: Milton Keynes, will be hybrid Job Type: Contract Duration: 4 Months JOB DECRIPTION: A Security Cleared (Minimum SC) First Line Analyst supporting delivery of a 24/7 x 365 service working in rotating Early, Mid, Late shifts to cover 7am - 7pm. The Analyst will provide technical support and service delivery. Responsibilities include Incident investigation and resolution, request fulfilment, assisting problem investigations, identifying and generating support documentation, and technical coaching, ensuring adherence to agreed standards and procedures. Additional Comments: SC clearance required Please Note: Shortlisted candidates will be contacted via Call/Email. Reasonable Adjustments: Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients. If you need any help or adjustments during the recruitment process for any reason , please let us know when you apply or talk to the recruiters directly so we can support you.
26/11/2025
Contractor
First Line Analyst Location: Milton Keynes, will be hybrid Job Type: Contract Duration: 4 Months JOB DECRIPTION: A Security Cleared (Minimum SC) First Line Analyst supporting delivery of a 24/7 x 365 service working in rotating Early, Mid, Late shifts to cover 7am - 7pm. The Analyst will provide technical support and service delivery. Responsibilities include Incident investigation and resolution, request fulfilment, assisting problem investigations, identifying and generating support documentation, and technical coaching, ensuring adherence to agreed standards and procedures. Additional Comments: SC clearance required Please Note: Shortlisted candidates will be contacted via Call/Email. Reasonable Adjustments: Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients. If you need any help or adjustments during the recruitment process for any reason , please let us know when you apply or talk to the recruiters directly so we can support you.
IT Service Desk Analyst - 1st Line - Liverpool Service Desk Analyst / 1st Line IT Support Analyst with strong experience in an IT helpdesk or support role is required by a leading company in central Liverpool. In this role, you will be the first line of support for IT issues across the firm, using your technical expertise to troubleshoot and resolve employee issues promptly and contribute to the team by providing an excellent IT support service. Experience required: 6+ months experience in a similar 1st line IT support role Working with helpdesk software, MS Office 365 & Windows 10 Excellent understanding of various systems and a passion for learning about new and upcoming technology and software Ability to find solutions and assist staff at all levels Excellent communication skills Ability to prioritise tasks and deliver on deadlines Enthusiastic, hardworking and a team player Job Role Responsibilities: Helpdesk / Telephone Support Building and deploying laptop clones Installing basic laptop components Provide basic Microsoft Office 365 support Escalate and manage 2nd and 3rd-line support tickets Carry out basic Active Directory tasks Able to support users remotely and on-premises Create user profiles Roll out software centrally and manually Offer user laptop health checks Managing all tasks via the helpdesk system Review ticket trends with the line manager Support team and firm with ad-hoc IT tasks My client is a leading professional services company, employing over 800 people. They are looking for the right candidate to grow into this role and progress into a 2nd line role in the future. They are looking to pay a starting salary of £25,000 - £27,000 + benefits. To apply press apply now or send your CV to faye com Circle Recruitment is acting as an Employment Agency in relation to this vacancy. Earn yourself a referral bonus if you refer somebody else who fills the role! We also offer an iPad if you refer a new client to us and we recruit for them. Follow us on Facebook - Circle Recruitment , Twitter and LinkedIn - Circle Recruitment.
26/11/2025
Full time
IT Service Desk Analyst - 1st Line - Liverpool Service Desk Analyst / 1st Line IT Support Analyst with strong experience in an IT helpdesk or support role is required by a leading company in central Liverpool. In this role, you will be the first line of support for IT issues across the firm, using your technical expertise to troubleshoot and resolve employee issues promptly and contribute to the team by providing an excellent IT support service. Experience required: 6+ months experience in a similar 1st line IT support role Working with helpdesk software, MS Office 365 & Windows 10 Excellent understanding of various systems and a passion for learning about new and upcoming technology and software Ability to find solutions and assist staff at all levels Excellent communication skills Ability to prioritise tasks and deliver on deadlines Enthusiastic, hardworking and a team player Job Role Responsibilities: Helpdesk / Telephone Support Building and deploying laptop clones Installing basic laptop components Provide basic Microsoft Office 365 support Escalate and manage 2nd and 3rd-line support tickets Carry out basic Active Directory tasks Able to support users remotely and on-premises Create user profiles Roll out software centrally and manually Offer user laptop health checks Managing all tasks via the helpdesk system Review ticket trends with the line manager Support team and firm with ad-hoc IT tasks My client is a leading professional services company, employing over 800 people. They are looking for the right candidate to grow into this role and progress into a 2nd line role in the future. They are looking to pay a starting salary of £25,000 - £27,000 + benefits. To apply press apply now or send your CV to faye com Circle Recruitment is acting as an Employment Agency in relation to this vacancy. Earn yourself a referral bonus if you refer somebody else who fills the role! We also offer an iPad if you refer a new client to us and we recruit for them. Follow us on Facebook - Circle Recruitment , Twitter and LinkedIn - Circle Recruitment.
Your new company We are working in an exclusive capacity with a leading organisation undergoing significant digital transformation and expansion. With Azure migration on the horizon and a strong focus on modernising IT services, this is an exciting time to join a forward-thinking team that values continuous improvement and professional development. Your new role As an IT Support Analyst, you will be part of a collaborative Service Desk team providing first-line technical support to users across a distributed environment. You'll handle incidents and service requests, troubleshoot issues, and aim for first-call resolution wherever possible. The role also involves asset management, software licencing, and supporting IT projects such as device refresh and provisioning. Occasional travel between sites may be required, so a driving licence is essential. What you'll need to succeed At least 2 years' experience in IT support or a similar role Strong knowledge of Microsoft operating systems and Office 365 Familiarity with ITIL v4 principles Excellent troubleshooting and customer service skills Ability to work independently and as part of a team Eligibility for BPSS and SC clearance (British passport required) A proactive, "switched-on" approach and willingness to learn Full UK driving licence Desirable: Experience with Halo Service Management tool, Microsoft Endpoint Configuration Manager (SCCM/MECM), and InTune. What you'll get in return Competitive salary starting at £32,000 with scope to progress to £35,000 Exposure to digital transformation projects and Azure migration Professional development opportunities and ITIL-aligned processes A supportive team environment with a focus on growth and improvement What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
26/11/2025
Full time
Your new company We are working in an exclusive capacity with a leading organisation undergoing significant digital transformation and expansion. With Azure migration on the horizon and a strong focus on modernising IT services, this is an exciting time to join a forward-thinking team that values continuous improvement and professional development. Your new role As an IT Support Analyst, you will be part of a collaborative Service Desk team providing first-line technical support to users across a distributed environment. You'll handle incidents and service requests, troubleshoot issues, and aim for first-call resolution wherever possible. The role also involves asset management, software licencing, and supporting IT projects such as device refresh and provisioning. Occasional travel between sites may be required, so a driving licence is essential. What you'll need to succeed At least 2 years' experience in IT support or a similar role Strong knowledge of Microsoft operating systems and Office 365 Familiarity with ITIL v4 principles Excellent troubleshooting and customer service skills Ability to work independently and as part of a team Eligibility for BPSS and SC clearance (British passport required) A proactive, "switched-on" approach and willingness to learn Full UK driving licence Desirable: Experience with Halo Service Management tool, Microsoft Endpoint Configuration Manager (SCCM/MECM), and InTune. What you'll get in return Competitive salary starting at £32,000 with scope to progress to £35,000 Exposure to digital transformation projects and Azure migration Professional development opportunities and ITIL-aligned processes A supportive team environment with a focus on growth and improvement What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
1st Line Support Analyst - 12-Month FTC (Likely to Go Permanent) Southampton £22,000-£24,000 Full-time, Onsite (5 days/week) We're looking for a personable and proactive 1st Line Support Analyst to join a growing technology team in Southampton. This is a 12-month fixed-term contract with a strong likelihood of becoming permanent. What you'll be doing Acting as the first point of contact for IT support queries (phone, email and walk-ups) Troubleshooting issues across Microsoft 365, Entra / Azure AD, Windows 10/11 , and core desktop applications Managing tickets, escalating where needed and keeping users updated Setting up new starters, accounts and basic access permissions Delivering excellent customer service to internal users What we're looking for Experience in 1st Line / Service Desk / Helpdesk support Confident working with the Microsoft stack (M365, Active Directory / Azure AD / Entra) Great communication skills and a positive, user-focused approach Someone who enjoys being on-site, learning and getting stuck in Why apply? FTC with a strong chance of going permanent Stable, friendly environment with lots to learn Clear progression into 2nd Line over time If you're looking for hands-on experience, solid training and a path into long-term IT support, apply now or message me directly for more info. RSG Plc is acting as an Employment Agency in relation to this vacancy.
26/11/2025
Full time
1st Line Support Analyst - 12-Month FTC (Likely to Go Permanent) Southampton £22,000-£24,000 Full-time, Onsite (5 days/week) We're looking for a personable and proactive 1st Line Support Analyst to join a growing technology team in Southampton. This is a 12-month fixed-term contract with a strong likelihood of becoming permanent. What you'll be doing Acting as the first point of contact for IT support queries (phone, email and walk-ups) Troubleshooting issues across Microsoft 365, Entra / Azure AD, Windows 10/11 , and core desktop applications Managing tickets, escalating where needed and keeping users updated Setting up new starters, accounts and basic access permissions Delivering excellent customer service to internal users What we're looking for Experience in 1st Line / Service Desk / Helpdesk support Confident working with the Microsoft stack (M365, Active Directory / Azure AD / Entra) Great communication skills and a positive, user-focused approach Someone who enjoys being on-site, learning and getting stuck in Why apply? FTC with a strong chance of going permanent Stable, friendly environment with lots to learn Clear progression into 2nd Line over time If you're looking for hands-on experience, solid training and a path into long-term IT support, apply now or message me directly for more info. RSG Plc is acting as an Employment Agency in relation to this vacancy.
Service Desk Analyst Location: near Coventry Salary : £25,000-£27,500 Our client a Managed Service Provider based near Coventry is looking for an experienced Service Desk Engineer to join their close-knit team. If you thrive in a fast-paced MSP environment, deliver exceptional customer service, and enjoy continuous improvement, this could be your next move. About the Role You'll handle a mix of 1st and 2nd line support, providing both remote and occasional on-site assistance. You'll own tickets, communicate clearly with users at all levels, document processes, and contribute to an environment where collaboration and high standards are key. Main Duties of the Role Provide BAU remote and on-site support across 1st & 2nd line. Own and resolve support tickets, meeting SLAs and keeping users updated. Diagnose and troubleshoot hardware, software, and network issues. Document processes and contribute to team knowledge sharing. Maintain security and identify opportunities for service improvements. Assist with project work and client site visits when required. Your Skills and Experience Proven service desk background within an MSP Strong communication skills and a client-first mindset Ability to work methodically with high attention to detail Windows 10/11, Windows Server (), AD/DNS/DHCP Microsoft 365 administration (Exchange Online, SharePoint, Teams, MFA) Networking fundamentals, VLANs, VPNs, firewalls, UniFi Hardware support (servers, desktops, storage) Virtualisation (Hyper-V / VMware) MDM solutions (ManageEngine advantageous) VoIP experience beneficial
26/11/2025
Full time
Service Desk Analyst Location: near Coventry Salary : £25,000-£27,500 Our client a Managed Service Provider based near Coventry is looking for an experienced Service Desk Engineer to join their close-knit team. If you thrive in a fast-paced MSP environment, deliver exceptional customer service, and enjoy continuous improvement, this could be your next move. About the Role You'll handle a mix of 1st and 2nd line support, providing both remote and occasional on-site assistance. You'll own tickets, communicate clearly with users at all levels, document processes, and contribute to an environment where collaboration and high standards are key. Main Duties of the Role Provide BAU remote and on-site support across 1st & 2nd line. Own and resolve support tickets, meeting SLAs and keeping users updated. Diagnose and troubleshoot hardware, software, and network issues. Document processes and contribute to team knowledge sharing. Maintain security and identify opportunities for service improvements. Assist with project work and client site visits when required. Your Skills and Experience Proven service desk background within an MSP Strong communication skills and a client-first mindset Ability to work methodically with high attention to detail Windows 10/11, Windows Server (), AD/DNS/DHCP Microsoft 365 administration (Exchange Online, SharePoint, Teams, MFA) Networking fundamentals, VLANs, VPNs, firewalls, UniFi Hardware support (servers, desktops, storage) Virtualisation (Hyper-V / VMware) MDM solutions (ManageEngine advantageous) VoIP experience beneficial
An exciting opportunity has arisen for an IT Service Desk Analyst to join a national organisation that provides free and confidential support to individuals affected by crime or traumatic incidents. As an IT Service Desk Analyst, you will be providing first and second-line technical support, resolving incidents and requests while ensuring the smooth operation of IT services for the organisation's internal users. This is a permanent role offering hybrid working options (1-2 days at home), a salary of £26,150 and benefits. Key Responsibilities: Providing 1st and 2nd line technical support to internal staff, ensuring all incidents are resolved in a timely manner. Following ITIL practices to manage and escalate incidents as required, in line with agreed service levels. Assisting with the setup and troubleshooting of hardware and software, particularly Microsoft-based systems and applications. Supporting internal customers in using IT tools, ensuring effective documentation and user guides are in place. Participating in IT projects and contributing to the continuous improvement of the service desk function. What We Are Looking For: Previously worked as an IT Service Desk Analyst, Service Desk Analyst, IT Support Analyst, 1st Line Technician, 2nd Line Technician, IT Support Technician, Service Desk Technician, IT Technician, IT Engineer, Technical Support Analyst, Technical Support Engineer or in a similar role. Proven experience in 1st and 2nd line IT service desk support. Background of working in ITIL frameworks and enterprise IT environments. Strong technical knowledge of Microsoft Windows, Microsoft Office, and Active Directory. Hands-on experience with hardware troubleshooting, particularly desktops and laptops. Installation, configuration, and troubleshooting of Microsoft Windows 7, 8.1, 10, and Office 2010, 2013, 2016. This is a fantastic opportunity to join a forward-thinking organisation in a role that offers both challenge and career growth. Don't miss out! Due to the nature of the organisation's public services, you will be expected to go through and obtain SC and NPPV2 Police Vetting before starting the role. Therefore, you must have been a working resident in the UK for the last 3-4 years. Alternatively, already hold current SC security clearance. Important Information: We endeavour to process your personal data in a fair and transparent manner. In applying for this role, Additional Resources will be acting in your best interest and may contact you in relation to the role, either by email, phone or text message. For more information see our Privacy Policy on our website. It is important you are aware of your individual rights and the provisions the company has put in place to protect your data. If you would like further information on the policy or GDPR please contact us. Additional Resources Ltd is an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003.
26/11/2025
Full time
An exciting opportunity has arisen for an IT Service Desk Analyst to join a national organisation that provides free and confidential support to individuals affected by crime or traumatic incidents. As an IT Service Desk Analyst, you will be providing first and second-line technical support, resolving incidents and requests while ensuring the smooth operation of IT services for the organisation's internal users. This is a permanent role offering hybrid working options (1-2 days at home), a salary of £26,150 and benefits. Key Responsibilities: Providing 1st and 2nd line technical support to internal staff, ensuring all incidents are resolved in a timely manner. Following ITIL practices to manage and escalate incidents as required, in line with agreed service levels. Assisting with the setup and troubleshooting of hardware and software, particularly Microsoft-based systems and applications. Supporting internal customers in using IT tools, ensuring effective documentation and user guides are in place. Participating in IT projects and contributing to the continuous improvement of the service desk function. What We Are Looking For: Previously worked as an IT Service Desk Analyst, Service Desk Analyst, IT Support Analyst, 1st Line Technician, 2nd Line Technician, IT Support Technician, Service Desk Technician, IT Technician, IT Engineer, Technical Support Analyst, Technical Support Engineer or in a similar role. Proven experience in 1st and 2nd line IT service desk support. Background of working in ITIL frameworks and enterprise IT environments. Strong technical knowledge of Microsoft Windows, Microsoft Office, and Active Directory. Hands-on experience with hardware troubleshooting, particularly desktops and laptops. Installation, configuration, and troubleshooting of Microsoft Windows 7, 8.1, 10, and Office 2010, 2013, 2016. This is a fantastic opportunity to join a forward-thinking organisation in a role that offers both challenge and career growth. Don't miss out! Due to the nature of the organisation's public services, you will be expected to go through and obtain SC and NPPV2 Police Vetting before starting the role. Therefore, you must have been a working resident in the UK for the last 3-4 years. Alternatively, already hold current SC security clearance. Important Information: We endeavour to process your personal data in a fair and transparent manner. In applying for this role, Additional Resources will be acting in your best interest and may contact you in relation to the role, either by email, phone or text message. For more information see our Privacy Policy on our website. It is important you are aware of your individual rights and the provisions the company has put in place to protect your data. If you would like further information on the policy or GDPR please contact us. Additional Resources Ltd is an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003.
Service Desk Analyst Peterborough 3 month fixed term contract (Potential for permanent) £28,000 Base (Pro Rata) The successful candidate will provide a comprehensive first line of IT support to employees within the business. As the face of IT, they provide support, administration and troubleshooting services covering the full scope of IT systems and services. As well as having good technical and problem-solving skills, Service Desk Analysts are also expected to be organised and to have excellent customer service skills. This role involves Logging and responding to Incidents and Requests via the Service Desk Ticket system in a timely manner. Liaising with resolving areas as appropriate to ensure speedy resolutions to queries and issues raised by users. Working to agreed processes, procedures, service levels and guidelines to deliver an efficient service to end users Answering telephone calls from end users in a courteous and professional manner Maintaining and supporting PCs, laptops and telephony system. Supporting and troubleshooting core software products including Microsoft 365, Active Directory, Citrix and case management systems. Undertaking Starters, Leavers, and User account updates and administration in accordance with agreed processes. Providing advice and guidance to end users on IT-related matters. Requirements: Customer Service skills Microsoft 365, Active Directory and Citrix desktop administration Working knowledge of service desk ticketing tools such as ServiceNow or ManageEngine Ability to troubleshoot common hardware and software issues and find solutions Ability to meet deadlines and adjust to changing priorities Ability to quickly gain new skills and knowledge when faced with new challenges Ability to work independently as well as part of the Service Desk team Ability to work well under pressure Excellent verbal and written communication
26/11/2025
Seasonal
Service Desk Analyst Peterborough 3 month fixed term contract (Potential for permanent) £28,000 Base (Pro Rata) The successful candidate will provide a comprehensive first line of IT support to employees within the business. As the face of IT, they provide support, administration and troubleshooting services covering the full scope of IT systems and services. As well as having good technical and problem-solving skills, Service Desk Analysts are also expected to be organised and to have excellent customer service skills. This role involves Logging and responding to Incidents and Requests via the Service Desk Ticket system in a timely manner. Liaising with resolving areas as appropriate to ensure speedy resolutions to queries and issues raised by users. Working to agreed processes, procedures, service levels and guidelines to deliver an efficient service to end users Answering telephone calls from end users in a courteous and professional manner Maintaining and supporting PCs, laptops and telephony system. Supporting and troubleshooting core software products including Microsoft 365, Active Directory, Citrix and case management systems. Undertaking Starters, Leavers, and User account updates and administration in accordance with agreed processes. Providing advice and guidance to end users on IT-related matters. Requirements: Customer Service skills Microsoft 365, Active Directory and Citrix desktop administration Working knowledge of service desk ticketing tools such as ServiceNow or ManageEngine Ability to troubleshoot common hardware and software issues and find solutions Ability to meet deadlines and adjust to changing priorities Ability to quickly gain new skills and knowledge when faced with new challenges Ability to work independently as well as part of the Service Desk team Ability to work well under pressure Excellent verbal and written communication
ICT Technician A great opportunity for an ICT Technician with strong troubleshooting, infrastructure and systems support skills across Microsoft Windows, Active Directory and cloud technologies. If you've also worked in the following roles, we'd also like to hear from you: Technical Support Engineer, Network Support Technician, Second Line Support Technician, IT Engineer, IT Support Engineer. Systems Support Technician, Service Desk Analyst SALARY: £26,243 to £29,838 per annum + Benefits LOCATION: Coventry, West Midlands - Predominantly within the Trust with a requirement to travel to undertake work at other schools if required JOB TYPE: Full-Time, Permanent WORKING HOURS: 08:00 to 16:00 Monday to Thursday, 08:00 to 15:30 Friday JOB OVERVIEW We have a fantastic new job opportunity for an ICT Technician supporting the delivery of a high-quality ICT service that enables excellent outcomes for students. As an ICT Technician you will maintain and develop ICT systems, networks and software across multiple sites, ensuring a reliable, secure and efficient ICT environment. The ICT Technician will also provide second-line support, troubleshoot technical issues, complete upgrades, contribute to ICT projects and promote best practice across the organisation. APPLY TODAY Ready to make your next career move? Apply Now for our Recruitment Team to review. DUTIES Your duties as the ICT Technician include: Providing Technical Support: Deliver first and second line IT support to staff and students Maintaining ICT Infrastructure: Manage, maintain and support core systems and hardware Supporting Network Services: Assist with Active Directory, Group Policy and network configurations Implementing Improvements: Recommend and carry out upgrades, patches and reconfigurations Ensuring Safety and Security: Maintain high standards of ICT security, filtering and monitoring Supporting Teaching and Learning: Provide in-class ICT support and prepare ICT resources Contributing to Projects: Support and manage assigned ICT development projects Developing Procedures: Create and maintain ICT processes, documentation and training materials Promoting Best Practice: Work professionally and in line with organisational values and safeguarding policies CANDIDATE REQUIREMENTS ESSENTIAL Strong Technical Knowledge: Experience with Microsoft Windows, Active Directory and cloud-based services Excellent Communication Skills: Able to communicate clearly with a wide range of users Problem Solving Ability: Strong troubleshooting, analysis and organisational skills Confident ICT User: Experience supporting hardware, software and network infrastructure Collaborative Approach: Able to work independently and as part of a wider team Professional Standards: Able to maintain confidentiality and follow safeguarding procedures DESIRABLE Knowledge of Educational ICT: Understanding of SIMS, SharePoint or virtual learning environments Infrastructure Skills: Knowledge of backup systems, virtualisation, firewalls and web filtering Project Experience: Ability to support ICT improvement and development projects Additional Technical Skills: Familiarity with mobile device management and deployment tools BENEFITS Competitive rates of pay Professional development opportunities Career pathways across the organisation Teacher / Local Authority Pension Scheme Online retail discount Employee Assistance Programme Family Friendly policies Flexible Working Arrangements The successful candidate will be subject to an enhanced DBS check and Social Media check APPLY TODAY By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose. JOB REF: AWDO-P14128 Full-Time, Permanent Jobs, Careers and Vacancies. Find a new job and work in Coventry, West Midlands. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online. AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency. AWD-IN-SPJ
26/11/2025
Full time
ICT Technician A great opportunity for an ICT Technician with strong troubleshooting, infrastructure and systems support skills across Microsoft Windows, Active Directory and cloud technologies. If you've also worked in the following roles, we'd also like to hear from you: Technical Support Engineer, Network Support Technician, Second Line Support Technician, IT Engineer, IT Support Engineer. Systems Support Technician, Service Desk Analyst SALARY: £26,243 to £29,838 per annum + Benefits LOCATION: Coventry, West Midlands - Predominantly within the Trust with a requirement to travel to undertake work at other schools if required JOB TYPE: Full-Time, Permanent WORKING HOURS: 08:00 to 16:00 Monday to Thursday, 08:00 to 15:30 Friday JOB OVERVIEW We have a fantastic new job opportunity for an ICT Technician supporting the delivery of a high-quality ICT service that enables excellent outcomes for students. As an ICT Technician you will maintain and develop ICT systems, networks and software across multiple sites, ensuring a reliable, secure and efficient ICT environment. The ICT Technician will also provide second-line support, troubleshoot technical issues, complete upgrades, contribute to ICT projects and promote best practice across the organisation. APPLY TODAY Ready to make your next career move? Apply Now for our Recruitment Team to review. DUTIES Your duties as the ICT Technician include: Providing Technical Support: Deliver first and second line IT support to staff and students Maintaining ICT Infrastructure: Manage, maintain and support core systems and hardware Supporting Network Services: Assist with Active Directory, Group Policy and network configurations Implementing Improvements: Recommend and carry out upgrades, patches and reconfigurations Ensuring Safety and Security: Maintain high standards of ICT security, filtering and monitoring Supporting Teaching and Learning: Provide in-class ICT support and prepare ICT resources Contributing to Projects: Support and manage assigned ICT development projects Developing Procedures: Create and maintain ICT processes, documentation and training materials Promoting Best Practice: Work professionally and in line with organisational values and safeguarding policies CANDIDATE REQUIREMENTS ESSENTIAL Strong Technical Knowledge: Experience with Microsoft Windows, Active Directory and cloud-based services Excellent Communication Skills: Able to communicate clearly with a wide range of users Problem Solving Ability: Strong troubleshooting, analysis and organisational skills Confident ICT User: Experience supporting hardware, software and network infrastructure Collaborative Approach: Able to work independently and as part of a wider team Professional Standards: Able to maintain confidentiality and follow safeguarding procedures DESIRABLE Knowledge of Educational ICT: Understanding of SIMS, SharePoint or virtual learning environments Infrastructure Skills: Knowledge of backup systems, virtualisation, firewalls and web filtering Project Experience: Ability to support ICT improvement and development projects Additional Technical Skills: Familiarity with mobile device management and deployment tools BENEFITS Competitive rates of pay Professional development opportunities Career pathways across the organisation Teacher / Local Authority Pension Scheme Online retail discount Employee Assistance Programme Family Friendly policies Flexible Working Arrangements The successful candidate will be subject to an enhanced DBS check and Social Media check APPLY TODAY By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose. JOB REF: AWDO-P14128 Full-Time, Permanent Jobs, Careers and Vacancies. Find a new job and work in Coventry, West Midlands. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online. AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency. AWD-IN-SPJ
1st Line Support Analyst Location: Reigate area - On-site Day Rate: Up to £150 per day (Inside IR35) Contract: 3 months Our client, a leading education organisation, is seeking a 1st Line Support Analyst to provide responsive, customer-focused IT support across a busy school environment. This role is ideal for someone who enjoys hands-on technical work and supporting users in a fast-paced setting. What you'll do Act as the first point of contact for IT queries across the school Log, triage and resolve incidents and service requests Support end-user devices, peripherals, classroom technology and basic networking Set up accounts, reset passwords and manage access requests Escalate issues to 2nd Line/third-party teams where required You'll work closely with teaching staff, students and wider IT colleagues to ensure a reliable and efficient technology experience across the site. What we're looking for Experience in a 1st Line / Service Desk role Strong troubleshooting skills across Windows, O365 and hardware Confident supporting users face-to-face and over the phone Ability to manage and prioritise tickets effectively Clear, patient communication skills suited to an education environment The ideal candidate will be proactive, organised and comfortable working on-site in a busy school environment. Why join? Stable 3-month contract On-site role with supportive colleagues Opportunity to add valuable education-sector experience Varied workload with hands-on technical exposure
26/11/2025
Contractor
1st Line Support Analyst Location: Reigate area - On-site Day Rate: Up to £150 per day (Inside IR35) Contract: 3 months Our client, a leading education organisation, is seeking a 1st Line Support Analyst to provide responsive, customer-focused IT support across a busy school environment. This role is ideal for someone who enjoys hands-on technical work and supporting users in a fast-paced setting. What you'll do Act as the first point of contact for IT queries across the school Log, triage and resolve incidents and service requests Support end-user devices, peripherals, classroom technology and basic networking Set up accounts, reset passwords and manage access requests Escalate issues to 2nd Line/third-party teams where required You'll work closely with teaching staff, students and wider IT colleagues to ensure a reliable and efficient technology experience across the site. What we're looking for Experience in a 1st Line / Service Desk role Strong troubleshooting skills across Windows, O365 and hardware Confident supporting users face-to-face and over the phone Ability to manage and prioritise tickets effectively Clear, patient communication skills suited to an education environment The ideal candidate will be proactive, organised and comfortable working on-site in a busy school environment. Why join? Stable 3-month contract On-site role with supportive colleagues Opportunity to add valuable education-sector experience Varied workload with hands-on technical exposure
IT Senior Desktop Support Location: London, SE1 Work Arrangement: On-premises An outstanding opportunity has arisen to join a prestigious national institution renowned for its cultural impact and historical significance. This forward-thinking organisation offers a purpose-driven environment where your advanced IT expertise will directly support the systems that preserve and share powerful historical narratives. With major investments in digital infrastructure and cloud-based technology, they're now seeking a seasoned IT professional with solid third-line desktop support experience to join a close-knit technical team. IT Senior Desktop Support Key Skills: We are keen to connect with professionals who take pride in delivering high-quality, customer-focused IT support. This includes Desktop Support Engineers, IT Support Analysts, Service Desk Engineers, End-User Support Specialists, and IT Technicians who have experience providing exceptional 2nd and 3rd level support service in user-facing environments. You should also bring: - 4+ years of experience in 2nd and 3rd line desktop support, with demonstrable third-line expertise. - Strong problem-solving skills and the ability to manage complex support cases to resolution. - Experience supporting Microsoft Windows in a networked environment. - Familiarity with Active Directory, Azure AD, Intune, and hybrid infrastructure. - Excellent communication skills and a professional, approachable demeanour. - Experience using helpdesk/ticketing platforms (Ivanti experience is a plus). - Ability to work across platforms including Windows desktops, laptops, and occasionally Mac. All applicants must have the right to work in the UK and possess fluent English communication skills. About the IT Senior Desktop Support position: As a key member of the IT and AV Services team, you'll take ownership of escalated support issues and play a critical role in maintaining IT systems across multiple UK sites. This is a customer-facing, first, second and third-line support role ideal for someone who enjoys problem-solving, thrives in technically varied environments, and understands the value of delivering exceptional service. You'll provide expert desktop and infrastructure support, bridging on-premises systems and Azure cloud services, and be entrusted with managing complex incidents, mentoring users, and enhancing service delivery with new technologies. Responsibilities include: - Troubleshooting and resolving first, second and third-line desktop and infrastructure issues. - Acting as Problem Manager for high-priority or technically complex support cases. - Providing expert-level support across Windows-based systems, AD, and Intune. - Responding to user issues via phone, email, and chat; ensure accurate ticket logging. - Supporting hybrid environments, including Azure cloud and on-premises infrastructure. - Delivering user training and promote best practices. - Introducing new technologies, including AI chatbots. - Contributing to documentation, patching, monitoring, and service enhancements. - Deputising for the IT and AV Service Desktop Team Leader as needed. This role promises a stimulating environment with varied and challenging responsibilities that directly support the organisation's mission to educate and inform the public about significant historical events. Salary and Benefits: Salary: £40-45,000 Work Arrangement: On-premises Benefits Include: - 25 days annual leave (increasing to 30 after 5 years) plus public holidays. - Exceptional pension contributions between 16.7%-24.3% through the Civil Service Pension Scheme. - Interest-free season ticket loans after three months of service. - Free entry to partner museum exhibitions. - Continuous professional development opportunities. - Enhanced maternity and paternity benefits linked to length of service. - Childcare vouchers. - Benenden Healthcare Society membership (subject to terms & conditions). - Access to The Charity for Civil Servants. - Ride 2 Work Scheme. For more information on this IT Senior Desktop Support position, please contact us to discuss. Our client welcomes everyone. They celebrate differences and encourage everyone to join and be themselves at work.
26/11/2025
Full time
IT Senior Desktop Support Location: London, SE1 Work Arrangement: On-premises An outstanding opportunity has arisen to join a prestigious national institution renowned for its cultural impact and historical significance. This forward-thinking organisation offers a purpose-driven environment where your advanced IT expertise will directly support the systems that preserve and share powerful historical narratives. With major investments in digital infrastructure and cloud-based technology, they're now seeking a seasoned IT professional with solid third-line desktop support experience to join a close-knit technical team. IT Senior Desktop Support Key Skills: We are keen to connect with professionals who take pride in delivering high-quality, customer-focused IT support. This includes Desktop Support Engineers, IT Support Analysts, Service Desk Engineers, End-User Support Specialists, and IT Technicians who have experience providing exceptional 2nd and 3rd level support service in user-facing environments. You should also bring: - 4+ years of experience in 2nd and 3rd line desktop support, with demonstrable third-line expertise. - Strong problem-solving skills and the ability to manage complex support cases to resolution. - Experience supporting Microsoft Windows in a networked environment. - Familiarity with Active Directory, Azure AD, Intune, and hybrid infrastructure. - Excellent communication skills and a professional, approachable demeanour. - Experience using helpdesk/ticketing platforms (Ivanti experience is a plus). - Ability to work across platforms including Windows desktops, laptops, and occasionally Mac. All applicants must have the right to work in the UK and possess fluent English communication skills. About the IT Senior Desktop Support position: As a key member of the IT and AV Services team, you'll take ownership of escalated support issues and play a critical role in maintaining IT systems across multiple UK sites. This is a customer-facing, first, second and third-line support role ideal for someone who enjoys problem-solving, thrives in technically varied environments, and understands the value of delivering exceptional service. You'll provide expert desktop and infrastructure support, bridging on-premises systems and Azure cloud services, and be entrusted with managing complex incidents, mentoring users, and enhancing service delivery with new technologies. Responsibilities include: - Troubleshooting and resolving first, second and third-line desktop and infrastructure issues. - Acting as Problem Manager for high-priority or technically complex support cases. - Providing expert-level support across Windows-based systems, AD, and Intune. - Responding to user issues via phone, email, and chat; ensure accurate ticket logging. - Supporting hybrid environments, including Azure cloud and on-premises infrastructure. - Delivering user training and promote best practices. - Introducing new technologies, including AI chatbots. - Contributing to documentation, patching, monitoring, and service enhancements. - Deputising for the IT and AV Service Desktop Team Leader as needed. This role promises a stimulating environment with varied and challenging responsibilities that directly support the organisation's mission to educate and inform the public about significant historical events. Salary and Benefits: Salary: £40-45,000 Work Arrangement: On-premises Benefits Include: - 25 days annual leave (increasing to 30 after 5 years) plus public holidays. - Exceptional pension contributions between 16.7%-24.3% through the Civil Service Pension Scheme. - Interest-free season ticket loans after three months of service. - Free entry to partner museum exhibitions. - Continuous professional development opportunities. - Enhanced maternity and paternity benefits linked to length of service. - Childcare vouchers. - Benenden Healthcare Society membership (subject to terms & conditions). - Access to The Charity for Civil Servants. - Ride 2 Work Scheme. For more information on this IT Senior Desktop Support position, please contact us to discuss. Our client welcomes everyone. They celebrate differences and encourage everyone to join and be themselves at work.
Pay: £30,780.00-£40,209.00 per year Job Description: Salary: £30,780 - £40,209 per annum Contract: Fixed term, 12 months Location: Hybrid - Kings Lynn We are looking for a Technical Services Analyst to join our friendly and forward-thinking ICT team as they modernise their digital infrastructure. This is a fantastic opportunity to provide second-line support across Microsoft 365, Teams Voice, and Windows environments. You'll help staff resolve technical issues, support meeting room AV systems, manage endpoints, and assist with server administration and ICT projects. You'll also play a key role in maintaining documentation, technical standards, and asset registers, ensuring systems remain secure, reliable, and efficient. Key Responsibilities Provide Tier 2 technical support for hardware, operating systems, Microsoft 365, Teams, and endpoint devices. Deliver first-line support for meeting room AV systems (Teams Rooms). Administer Microsoft 365 services including Exchange Online, Teams, SharePoint, and the wider Office suite. Support Teams Voice and telephony platforms. Assist with Active Directory/Entra ID administration, including user management and group policies. Help configure, patch, and monitor Windows servers. Manage endpoints using Intune or similar platforms. Maintain ICT asset registers and documentation. Collaborate on ICT infrastructure projects, supporting planning, testing, and deployment. Ensure compliance with cybersecurity best practices. What We're Looking For Essential Knowledge & Skills: Minimum 2 years' experience in ICT support or similar technical environment. Strong knowledge of Windows 10/11 operating systems. Good understanding of Microsoft 365 administration (Teams, Exchange, SharePoint, Office suite). Familiarity with Active Directory/Entra ID. Awareness of cybersecurity best practices. Understanding of ICT infrastructure including servers, networks, and telephony. Excellent troubleshooting, communication, and documentation skills. Ability to work under pressure and meet deadlines. Desirable Knowledge & Skills: Experience with Intune and endpoint management. Familiarity with ITIL-based Service Desk processes. Experience maintaining ICT asset registers or CMDBs. Public sector or local government ICT experience. Ability to explain technical information clearly to non-technical users
26/11/2025
Full time
Pay: £30,780.00-£40,209.00 per year Job Description: Salary: £30,780 - £40,209 per annum Contract: Fixed term, 12 months Location: Hybrid - Kings Lynn We are looking for a Technical Services Analyst to join our friendly and forward-thinking ICT team as they modernise their digital infrastructure. This is a fantastic opportunity to provide second-line support across Microsoft 365, Teams Voice, and Windows environments. You'll help staff resolve technical issues, support meeting room AV systems, manage endpoints, and assist with server administration and ICT projects. You'll also play a key role in maintaining documentation, technical standards, and asset registers, ensuring systems remain secure, reliable, and efficient. Key Responsibilities Provide Tier 2 technical support for hardware, operating systems, Microsoft 365, Teams, and endpoint devices. Deliver first-line support for meeting room AV systems (Teams Rooms). Administer Microsoft 365 services including Exchange Online, Teams, SharePoint, and the wider Office suite. Support Teams Voice and telephony platforms. Assist with Active Directory/Entra ID administration, including user management and group policies. Help configure, patch, and monitor Windows servers. Manage endpoints using Intune or similar platforms. Maintain ICT asset registers and documentation. Collaborate on ICT infrastructure projects, supporting planning, testing, and deployment. Ensure compliance with cybersecurity best practices. What We're Looking For Essential Knowledge & Skills: Minimum 2 years' experience in ICT support or similar technical environment. Strong knowledge of Windows 10/11 operating systems. Good understanding of Microsoft 365 administration (Teams, Exchange, SharePoint, Office suite). Familiarity with Active Directory/Entra ID. Awareness of cybersecurity best practices. Understanding of ICT infrastructure including servers, networks, and telephony. Excellent troubleshooting, communication, and documentation skills. Ability to work under pressure and meet deadlines. Desirable Knowledge & Skills: Experience with Intune and endpoint management. Familiarity with ITIL-based Service Desk processes. Experience maintaining ICT asset registers or CMDBs. Public sector or local government ICT experience. Ability to explain technical information clearly to non-technical users
IT Service Desk Analyst Be the friendly face of Tech Support. Join the team as an IT Service Desk Analyst! Are you passionate about helping people solve their tech challenges Do you enjoy working in a collaborative team where every day brings new opportunities to learn and make a difference We're looking for 2 x enthusiastic IT Service Desk Analysts to join the team in Cardiff and be the first point of contact for internal customers. These roles require NPPV Police vetting and SC level clearance which the organisation will arrange. However, to be eligible you must have been living and working legally in the UK for a minimum of 3 years and be willing to share your personal circumstances with the Police to facilitate the process. Position: IT Service Desk Analyst Location: St. Mellons, Cardiff Hours: Full time 37.5 hours per week Contract: Permanent Salary: £26,161.25 per annum Closing Date: 16th December 2025. We reserve the right to close this vacancy early, if enough suitable applications are received. What You'll Do Provide 1st line (and some 2nd line) technical support to colleagues, ensuring their IT issues are resolved quickly and professionally. Troubleshoot and resolve incidents, escalating when needed, and always aiming to exceed service expectations. Support users with their computers, Microsoft Windows, Office, and more. Create and update user guides, FAQs, and knowledge base articles to empower colleagues and boost self-service confidence. Participate in team meetings, workshops, and IT projects your ideas and input will always be valued! Who We're Looking For: Experience in a 1st/2nd line IT Service Desk support role, ideally in an ITIL-aligned environment. Confident with Microsoft technologies (Windows, Office, Active Directory) and end-user hardware setup and troubleshooting. A great communicator who enjoys helping others and can explain technical issues in a clear, friendly way. Organised, proactive, and able to prioritise tasks in a busy environment. Eager to learn, share knowledge, and contribute to a positive team culture. Why Join the Team Be part of a supportive, inclusive team that values your growth and well-being. Opportunities for professional development. Make a real impact by supporting colleagues who deliver vital services for Victim Support. Enjoy a varied role with hands-on experience, occasional travel, and a collaborative work environment. Ready to Make a Difference If you're excited to help others and grow your IT career, we'd love to hear from you! Apply now and become a key part of the Technology support team. Benefits include: Flexible Working Options: Including hybrid working. Generous Annual Leave: 28 days plus Bank Holidays, increasing to 33 days plus Bank Holidays, with options to buy or sell annual leave. Birthday Leave: An extra day off for your birthday. Welcome Bonus: £500 on successful completion of probation period. Pension Plan: 5% employer contribution. Enhanced Allowances: Enhanced sick pay, maternity, and paternity payments. Exclusive Discounts: High Street, retail, holiday, gym, entertainment, and leisure discounts. Financial Wellbeing: Access to our financial wellbeing hub and salary-deducted finance. Wellbeing Support: Employee assistance programme and wellbeing support. Inclusive Networks: Access to EDI networks and colleague cafes. Sustainable Travel: Cycle to work scheme and season ticket loans. Career Development: Ongoing training and support with opportunities for career progression. About the Organisation This independent charity provides a range of specialist services to people who have been affected by crime across England and Wales. Working towards a world where there are fewer victims but who have stronger rights, better support and a real influence in the Criminal Justice System, everyone at the charity is driven by the Vision Ambitions and Values to play their part in making a difference for those who experience crime and traumatic events. As part of the commitment to the Race at Work Charter we particularly welcome applicants from Black, Asian and minority ethnic communities. The charity is also a Disability Confident Employer and provides a Guaranteed Interview Scheme for candidates that are disabled and meet all essential criteria for a role. If you have a disability, a learning difficulty such as dyslexia or a medical condition, which you believe may affect your performance during any aspect of the selection process, the team will be happy to make reasonable adjustments to enable you to perform at your best. You may have experience in areas such as IT Support, IT Support Desk, IT Analyst, 1st Line Support, 2nd Line Support, 1st Line IT Support, 2nd Line IT Support, Technical Support, IT and Tech Support. Please note this role is being advertised by NFP People on behalf of our client.
26/11/2025
Full time
IT Service Desk Analyst Be the friendly face of Tech Support. Join the team as an IT Service Desk Analyst! Are you passionate about helping people solve their tech challenges Do you enjoy working in a collaborative team where every day brings new opportunities to learn and make a difference We're looking for 2 x enthusiastic IT Service Desk Analysts to join the team in Cardiff and be the first point of contact for internal customers. These roles require NPPV Police vetting and SC level clearance which the organisation will arrange. However, to be eligible you must have been living and working legally in the UK for a minimum of 3 years and be willing to share your personal circumstances with the Police to facilitate the process. Position: IT Service Desk Analyst Location: St. Mellons, Cardiff Hours: Full time 37.5 hours per week Contract: Permanent Salary: £26,161.25 per annum Closing Date: 16th December 2025. We reserve the right to close this vacancy early, if enough suitable applications are received. What You'll Do Provide 1st line (and some 2nd line) technical support to colleagues, ensuring their IT issues are resolved quickly and professionally. Troubleshoot and resolve incidents, escalating when needed, and always aiming to exceed service expectations. Support users with their computers, Microsoft Windows, Office, and more. Create and update user guides, FAQs, and knowledge base articles to empower colleagues and boost self-service confidence. Participate in team meetings, workshops, and IT projects your ideas and input will always be valued! Who We're Looking For: Experience in a 1st/2nd line IT Service Desk support role, ideally in an ITIL-aligned environment. Confident with Microsoft technologies (Windows, Office, Active Directory) and end-user hardware setup and troubleshooting. A great communicator who enjoys helping others and can explain technical issues in a clear, friendly way. Organised, proactive, and able to prioritise tasks in a busy environment. Eager to learn, share knowledge, and contribute to a positive team culture. Why Join the Team Be part of a supportive, inclusive team that values your growth and well-being. Opportunities for professional development. Make a real impact by supporting colleagues who deliver vital services for Victim Support. Enjoy a varied role with hands-on experience, occasional travel, and a collaborative work environment. Ready to Make a Difference If you're excited to help others and grow your IT career, we'd love to hear from you! Apply now and become a key part of the Technology support team. Benefits include: Flexible Working Options: Including hybrid working. Generous Annual Leave: 28 days plus Bank Holidays, increasing to 33 days plus Bank Holidays, with options to buy or sell annual leave. Birthday Leave: An extra day off for your birthday. Welcome Bonus: £500 on successful completion of probation period. Pension Plan: 5% employer contribution. Enhanced Allowances: Enhanced sick pay, maternity, and paternity payments. Exclusive Discounts: High Street, retail, holiday, gym, entertainment, and leisure discounts. Financial Wellbeing: Access to our financial wellbeing hub and salary-deducted finance. Wellbeing Support: Employee assistance programme and wellbeing support. Inclusive Networks: Access to EDI networks and colleague cafes. Sustainable Travel: Cycle to work scheme and season ticket loans. Career Development: Ongoing training and support with opportunities for career progression. About the Organisation This independent charity provides a range of specialist services to people who have been affected by crime across England and Wales. Working towards a world where there are fewer victims but who have stronger rights, better support and a real influence in the Criminal Justice System, everyone at the charity is driven by the Vision Ambitions and Values to play their part in making a difference for those who experience crime and traumatic events. As part of the commitment to the Race at Work Charter we particularly welcome applicants from Black, Asian and minority ethnic communities. The charity is also a Disability Confident Employer and provides a Guaranteed Interview Scheme for candidates that are disabled and meet all essential criteria for a role. If you have a disability, a learning difficulty such as dyslexia or a medical condition, which you believe may affect your performance during any aspect of the selection process, the team will be happy to make reasonable adjustments to enable you to perform at your best. You may have experience in areas such as IT Support, IT Support Desk, IT Analyst, 1st Line Support, 2nd Line Support, 1st Line IT Support, 2nd Line IT Support, Technical Support, IT and Tech Support. Please note this role is being advertised by NFP People on behalf of our client.
Service Desk Analyst Ref: X1SDATHISJBV1 Venn Group's IT team are recruiting an enthusiastic Service Desk Analyst to join an exciting technical support team at a great NHS organisation! Location: Huddersfield Rate: £13 - 16 per hour (dependant on PAYE or Umbrella) Duration: 3 months (with potential extension) Start: Immediate Day to day duties: Provide first-line IT support in-person as well as via phone and email, ensuring timely resolution and accurate logging of incidents and service requests Diagnose and resolve support issues where possible at first contact, escalating when necessary Manage and prioritise incoming support tickets, allocating to appropriate technical teams or escalating urgent issues Deliver basic user training following hardware installations and raise awareness of support resources Escalate suspected security incidents in line with internal procedures Support major incident processes by communicating updates and liaising with key stakeholders Liaise with national service desks and third-party suppliers as needed Monitor SLAs and ensure timely escalation of any at-risk incidents Maintain accurate records of user accounts, permissions, assets, and hardware Participate in service desk rota to ensure consistent coverage Carry out additional tasks as required to support the IT service To apply for this role or to find out about other IT opportunities, please contact Jordan Veitch on or email an up to date CV. Venn Group is an equal opportunities employment business and employment agency and welcomes applications from all candidates
26/11/2025
Contractor
Service Desk Analyst Ref: X1SDATHISJBV1 Venn Group's IT team are recruiting an enthusiastic Service Desk Analyst to join an exciting technical support team at a great NHS organisation! Location: Huddersfield Rate: £13 - 16 per hour (dependant on PAYE or Umbrella) Duration: 3 months (with potential extension) Start: Immediate Day to day duties: Provide first-line IT support in-person as well as via phone and email, ensuring timely resolution and accurate logging of incidents and service requests Diagnose and resolve support issues where possible at first contact, escalating when necessary Manage and prioritise incoming support tickets, allocating to appropriate technical teams or escalating urgent issues Deliver basic user training following hardware installations and raise awareness of support resources Escalate suspected security incidents in line with internal procedures Support major incident processes by communicating updates and liaising with key stakeholders Liaise with national service desks and third-party suppliers as needed Monitor SLAs and ensure timely escalation of any at-risk incidents Maintain accurate records of user accounts, permissions, assets, and hardware Participate in service desk rota to ensure consistent coverage Carry out additional tasks as required to support the IT service To apply for this role or to find out about other IT opportunities, please contact Jordan Veitch on or email an up to date CV. Venn Group is an equal opportunities employment business and employment agency and welcomes applications from all candidates
Technical Support Analyst Location: OxfordPermanent Candidates must pass a DBS check and be eligible for SC Clearance If you have lived outside the UK within the last five years, you may need to provide overseas criminal records.All applicants must have the legal right to work in the UK (visa sponsorship is not available) About the Organisation Our client is a leading specialist within the engineering sector, operating from a major UK site based in Oxford. The organisation provides comprehensive services across engineering, maintenance, customisation, technical support, and training for both civil and defence applications. With multiple UK locations, the company supports a range of high-profile government and commercial programmes. Role Overview We are seeking a Technical Support Analyst to play a key role in supporting the organisation's IT operations. You will act as the first line of support for all technical queries, ensuring minimal disruption to day-to-day business activities. This is a hands-on role that requires excellent communication skills, strong technical capability, and a proactive approach to resolving issues. Key Responsibilities Provide first-line technical support via face-to-face interaction, telephone, and email. Install, configure, and maintain desktop and laptop PCs. Support the setup and maintenance of AV equipment, projectors, and video conferencing facilities. Manage incidents, service requests, and changes using the internal Helpdesk tool. Conduct IT audits to confirm software licensing and authorisation. Essential Skills & Experience Proficiency with Windows Desktop (Enterprise), MS Office, and Google G-Suite. Excellent troubleshooting and problem-solving abilities. Basic understanding of networking fundamentals (TCP/IP, DNS, DHCP). Experience working with ticketing systems and familiarity with ITIL best practices. Ability to deliver clear, concise support to non-technical users. Desirable Skills Firewalls (Checkpoint, Palo Alto) Active Directory Basic networking knowledge IT security awareness Virtualisation (VMware) MDM platform experience Mobile device support (iOS & Android) If this role is of interest please click APPLY or alternatively send your CV
26/11/2025
Full time
Technical Support Analyst Location: OxfordPermanent Candidates must pass a DBS check and be eligible for SC Clearance If you have lived outside the UK within the last five years, you may need to provide overseas criminal records.All applicants must have the legal right to work in the UK (visa sponsorship is not available) About the Organisation Our client is a leading specialist within the engineering sector, operating from a major UK site based in Oxford. The organisation provides comprehensive services across engineering, maintenance, customisation, technical support, and training for both civil and defence applications. With multiple UK locations, the company supports a range of high-profile government and commercial programmes. Role Overview We are seeking a Technical Support Analyst to play a key role in supporting the organisation's IT operations. You will act as the first line of support for all technical queries, ensuring minimal disruption to day-to-day business activities. This is a hands-on role that requires excellent communication skills, strong technical capability, and a proactive approach to resolving issues. Key Responsibilities Provide first-line technical support via face-to-face interaction, telephone, and email. Install, configure, and maintain desktop and laptop PCs. Support the setup and maintenance of AV equipment, projectors, and video conferencing facilities. Manage incidents, service requests, and changes using the internal Helpdesk tool. Conduct IT audits to confirm software licensing and authorisation. Essential Skills & Experience Proficiency with Windows Desktop (Enterprise), MS Office, and Google G-Suite. Excellent troubleshooting and problem-solving abilities. Basic understanding of networking fundamentals (TCP/IP, DNS, DHCP). Experience working with ticketing systems and familiarity with ITIL best practices. Ability to deliver clear, concise support to non-technical users. Desirable Skills Firewalls (Checkpoint, Palo Alto) Active Directory Basic networking knowledge IT security awareness Virtualisation (VMware) MDM platform experience Mobile device support (iOS & Android) If this role is of interest please click APPLY or alternatively send your CV
Junior entry level 1st Line IT Service Desk Analyst Location: North-East Essex Are you looking for your first role in IT? Want to work somewhere you can grow & great training? An established client of ours based in Essex are looking to hire a Junior 1st Line Service Desk Engineer.This role would be ideal for someone who wants to learn, grow and progress within a large supportive organisation.They are looking for someone who is reliable, has a great attitude and a passion for IT.They are also looking for someone who has good communication and problem-solving skills.They support your career offering you upskilling & career progression opportunities. You will also get to learn from senior members of the team. Responsibilities 1st line IT support Investigating & troubleshooting IT problems Logging calls within the ticketing software Recording solutions within the system Maximising the effectiveness of the system Escalating tickets when necessary Meeting targets & deadlines Providing desktop support What they want to see from you: Desire to learn Interest in IT Team player Confidence to answer phone calls and deal with tickets on the system Please apply or contact Altered Resourcing for more info.
26/11/2025
Full time
Junior entry level 1st Line IT Service Desk Analyst Location: North-East Essex Are you looking for your first role in IT? Want to work somewhere you can grow & great training? An established client of ours based in Essex are looking to hire a Junior 1st Line Service Desk Engineer.This role would be ideal for someone who wants to learn, grow and progress within a large supportive organisation.They are looking for someone who is reliable, has a great attitude and a passion for IT.They are also looking for someone who has good communication and problem-solving skills.They support your career offering you upskilling & career progression opportunities. You will also get to learn from senior members of the team. Responsibilities 1st line IT support Investigating & troubleshooting IT problems Logging calls within the ticketing software Recording solutions within the system Maximising the effectiveness of the system Escalating tickets when necessary Meeting targets & deadlines Providing desktop support What they want to see from you: Desire to learn Interest in IT Team player Confidence to answer phone calls and deal with tickets on the system Please apply or contact Altered Resourcing for more info.
Senior Desktop Support Technician - Temporary Contract until March 2026 c .00 per day Mansfield On-site Full-time, Temporary - March 2026 Are you an experienced IT Support professional looking for a hands-on technical role within a busy IT environment? We're looking for two highly skilled IT Support Technicians to join our client on a fixed-term basis, supporting a major programme of work through to March 2026. These roles are ideal for proactive, customer-focused technicians with strong end-user support experience and solid knowledge across Windows, M365, device management, and enterprise infrastructure. Key Responsibilities End User Device Troubleshooting: Provide responsive support across desktops, laptops, tablets, and smartphones, resolving incidents within agreed SLAs. Windows 11 Deployment: Support large-scale Windows 11 rollouts, including imaging, data migration, configuration, and post-deployment assistance. Active Directory & M365: Manage Azure/Entra ID and on-prem Active Directory, Microsoft 365, Teams, SharePoint, and Windows OS environments. Device & Systems Management: Administer Windows and iOS devices using SCCM and Intune for updates, patching, configuration, and deployments. Infrastructure Security: Support risk-based patching, mitigate vulnerabilities, and maintain high standards of infrastructure integrity and availability. Incident & Change Management: Handle support and change requests, prioritising based on business impact and maintaining clear communication with users. Knowledge Base & Documentation: Create and maintain accurate technical documentation to support efficient first- and second-line fix capabilities. Compliance & Best Practice: Work in line with IT compliance standards, BCP/DR principles, and industry best practices. Customer Service & Communication: Deliver excellent support to users of varying technical ability, communicating clearly and professionally. Stakeholder and Supplier Management: Collaborate with internal teams and third-party providers, contributing to continuous improvement initiatives. What We're Looking For Demonstrable experience in resolving technical support issues across desktop, laptop, tablet, and smartphone hardware and applications, ensuring service level agreements (SLAs) are met. Hands-on experience in deploying Windows 11 in an enterprise environment, including migration from Windows 10, device imaging, user data transfer, and post-deployment support. Strong background in Entra/Active Directory (on-premise and Azure), Microsoft 365, Teams, SharePoint, and Windows desktop/server operating systems. Advanced skills in managing and administering Windows and iOS devices, including deployment, patching, upgrades, and configuration via Microsoft SCCM and Intune. Proven ability to maintain the confidentiality, integrity, and availability (CIA) of IT infrastructure, including risk-based patching and mitigation of vulnerabilities. Experience managing support and change tickets, prioritising incidents by business impact, escalating as necessary, and maintaining clear communication with users. Ability to author, maintain, and review technical knowledge articles and support documentation to maximise first- and second-line fix rates. Familiarity with IT compliance standards, business continuity planning (BCP), disaster recovery (DR), and industry best practices. Must be available on a temporary basis Don't miss out apply today Unfortunately, due to the volume of applications received we are unable to respond with feedback to all applicants. If you have not heard from us via telephone or email within 3 days, please assume that your application has been unsuccessful on this occasion. Thank you for applying with us. TurnerFox Recruitment Team Key words for this role: Desktop Support Technician / IT Support Technician / 1st Line Support Engineer / 2nd Line Support Engineer / IT Service Desk Analyst / Technical Support Analyst / Onsite Support Technician / Field Support Engineer / End User Support Technician / EUC Support Engineer / IT Technician / ICT Technician / Support Desk Engineer
26/11/2025
Contractor
Senior Desktop Support Technician - Temporary Contract until March 2026 c .00 per day Mansfield On-site Full-time, Temporary - March 2026 Are you an experienced IT Support professional looking for a hands-on technical role within a busy IT environment? We're looking for two highly skilled IT Support Technicians to join our client on a fixed-term basis, supporting a major programme of work through to March 2026. These roles are ideal for proactive, customer-focused technicians with strong end-user support experience and solid knowledge across Windows, M365, device management, and enterprise infrastructure. Key Responsibilities End User Device Troubleshooting: Provide responsive support across desktops, laptops, tablets, and smartphones, resolving incidents within agreed SLAs. Windows 11 Deployment: Support large-scale Windows 11 rollouts, including imaging, data migration, configuration, and post-deployment assistance. Active Directory & M365: Manage Azure/Entra ID and on-prem Active Directory, Microsoft 365, Teams, SharePoint, and Windows OS environments. Device & Systems Management: Administer Windows and iOS devices using SCCM and Intune for updates, patching, configuration, and deployments. Infrastructure Security: Support risk-based patching, mitigate vulnerabilities, and maintain high standards of infrastructure integrity and availability. Incident & Change Management: Handle support and change requests, prioritising based on business impact and maintaining clear communication with users. Knowledge Base & Documentation: Create and maintain accurate technical documentation to support efficient first- and second-line fix capabilities. Compliance & Best Practice: Work in line with IT compliance standards, BCP/DR principles, and industry best practices. Customer Service & Communication: Deliver excellent support to users of varying technical ability, communicating clearly and professionally. Stakeholder and Supplier Management: Collaborate with internal teams and third-party providers, contributing to continuous improvement initiatives. What We're Looking For Demonstrable experience in resolving technical support issues across desktop, laptop, tablet, and smartphone hardware and applications, ensuring service level agreements (SLAs) are met. Hands-on experience in deploying Windows 11 in an enterprise environment, including migration from Windows 10, device imaging, user data transfer, and post-deployment support. Strong background in Entra/Active Directory (on-premise and Azure), Microsoft 365, Teams, SharePoint, and Windows desktop/server operating systems. Advanced skills in managing and administering Windows and iOS devices, including deployment, patching, upgrades, and configuration via Microsoft SCCM and Intune. Proven ability to maintain the confidentiality, integrity, and availability (CIA) of IT infrastructure, including risk-based patching and mitigation of vulnerabilities. Experience managing support and change tickets, prioritising incidents by business impact, escalating as necessary, and maintaining clear communication with users. Ability to author, maintain, and review technical knowledge articles and support documentation to maximise first- and second-line fix rates. Familiarity with IT compliance standards, business continuity planning (BCP), disaster recovery (DR), and industry best practices. Must be available on a temporary basis Don't miss out apply today Unfortunately, due to the volume of applications received we are unable to respond with feedback to all applicants. If you have not heard from us via telephone or email within 3 days, please assume that your application has been unsuccessful on this occasion. Thank you for applying with us. TurnerFox Recruitment Team Key words for this role: Desktop Support Technician / IT Support Technician / 1st Line Support Engineer / 2nd Line Support Engineer / IT Service Desk Analyst / Technical Support Analyst / Onsite Support Technician / Field Support Engineer / End User Support Technician / EUC Support Engineer / IT Technician / ICT Technician / Support Desk Engineer
Are you a 1st line support engineer with exceptional customer service skills? If so, you could be the Service Desk Analyst we need! About the role In this role you'll be a vital member of a highly talented, customer focused and enthusiastic helpdesk team who act as the first point-of-contact for end users. A service desk expert you'll take pride in resolving almost all issues as they arise. Quick to learn, enthusiastic and self-motivated, you ll ensure that our central knowledge base is always updated so other team members can learn from your successes and overall performance is maintained and improved. With a high percentage of customers supporting our work in Retail, you ll participate in a weekend cover rota, allowing service to our shops and stores to be delivered. Working hours needed to deliver these services are 35 hours/week staggered in accordance with the support rota. Working arrangements This is a hybrid role, where your work will be split between your home and at least three days per week, on average, in our London Office. This may vary from time to time, so you will need to work in a flexible way to unlock your best work for our cause. Please note that working hours needed to deliver these services are 35 hours per week covering a rota schedule (the team cover 8am to 6pm every day). The role will also participate in a weekend cover rota allowing service to our shops and stores to be delivered. This will be in the region of 1 weekend in 4-6. About you With a proven track record in delivering first-class service desk support, having working in the SD environment previously, you'll have excellent customer service and communication skills, being used to working in a busy service desk team. You'll also have excellent telephone and customer handling skills to back up your technical and fault diagnosis experience. You ll have strong troubleshooting skills, keeping the Customer informed of progress against their respective issues, ensuring an effective follow-up to ensure all service has been delivered and completed to the Customer's satisfaction. With good knowledge of Windows OS (Win 10 and above), you ll also have knowledge of LAN/WAN networking essentials and extensive experience of MS Office suite of Applications (2010 and above). You ll have previous experience with administration of Users within Active Directory and Remote Support Tools (i.e. VNC, RDP etc.). You'll have good knowledge of ticket and case management techniques, able to manage your own queues and workload to meet demand. You ll be able to remain calm and focused, and will have strong organisational skills, able to use prioritisation and escalation techniques, and able to develop strong working relationships with the team and contacts across the organisation. About us Every single one of us is vulnerable to the heartbreak caused by heart and circulatory diseases they are the world s biggest killers. But the research we fund represents hope. And nothing matters more than finding cures and treatments that give us more time with the people we love. We value and respect every individual s unique contribution, celebrate diversity, and make inclusion part of what we do every day. Our Equality, Diversity and Inclusion (EDI) Strategy, Igniting Change, along with our internal EDI group, Kaleidoscope, and a growing number of employee network groups (our Affinity Groups), help us create an environment where all our colleagues and volunteers can succeed. Interview process First stage interviews will be a short one-way video interview, successful candidates will then be invited to attend an interview via MS Teams. How to apply It s quick and easy to apply for a role at BHF. Just click through to our careers site to apply. All you ll need is an up to date CV and a supporting statement, outlining your interest in the role and how you meet the role s criteria. As part of our commitment to be an inclusive employer, and ensure fairness and consistency in selecting the best candidate for this role, the BHF will use anonymous CV software as part of the application journey. Should you need any adjustments to the recruitment process, at either application or interview, please contact us. Please note that we are unlikely to be able to sponsor applicants in respect of this role due to the role not meeting the minimum salary criteria to be eligible for sponsorship.
26/11/2025
Full time
Are you a 1st line support engineer with exceptional customer service skills? If so, you could be the Service Desk Analyst we need! About the role In this role you'll be a vital member of a highly talented, customer focused and enthusiastic helpdesk team who act as the first point-of-contact for end users. A service desk expert you'll take pride in resolving almost all issues as they arise. Quick to learn, enthusiastic and self-motivated, you ll ensure that our central knowledge base is always updated so other team members can learn from your successes and overall performance is maintained and improved. With a high percentage of customers supporting our work in Retail, you ll participate in a weekend cover rota, allowing service to our shops and stores to be delivered. Working hours needed to deliver these services are 35 hours/week staggered in accordance with the support rota. Working arrangements This is a hybrid role, where your work will be split between your home and at least three days per week, on average, in our London Office. This may vary from time to time, so you will need to work in a flexible way to unlock your best work for our cause. Please note that working hours needed to deliver these services are 35 hours per week covering a rota schedule (the team cover 8am to 6pm every day). The role will also participate in a weekend cover rota allowing service to our shops and stores to be delivered. This will be in the region of 1 weekend in 4-6. About you With a proven track record in delivering first-class service desk support, having working in the SD environment previously, you'll have excellent customer service and communication skills, being used to working in a busy service desk team. You'll also have excellent telephone and customer handling skills to back up your technical and fault diagnosis experience. You ll have strong troubleshooting skills, keeping the Customer informed of progress against their respective issues, ensuring an effective follow-up to ensure all service has been delivered and completed to the Customer's satisfaction. With good knowledge of Windows OS (Win 10 and above), you ll also have knowledge of LAN/WAN networking essentials and extensive experience of MS Office suite of Applications (2010 and above). You ll have previous experience with administration of Users within Active Directory and Remote Support Tools (i.e. VNC, RDP etc.). You'll have good knowledge of ticket and case management techniques, able to manage your own queues and workload to meet demand. You ll be able to remain calm and focused, and will have strong organisational skills, able to use prioritisation and escalation techniques, and able to develop strong working relationships with the team and contacts across the organisation. About us Every single one of us is vulnerable to the heartbreak caused by heart and circulatory diseases they are the world s biggest killers. But the research we fund represents hope. And nothing matters more than finding cures and treatments that give us more time with the people we love. We value and respect every individual s unique contribution, celebrate diversity, and make inclusion part of what we do every day. Our Equality, Diversity and Inclusion (EDI) Strategy, Igniting Change, along with our internal EDI group, Kaleidoscope, and a growing number of employee network groups (our Affinity Groups), help us create an environment where all our colleagues and volunteers can succeed. Interview process First stage interviews will be a short one-way video interview, successful candidates will then be invited to attend an interview via MS Teams. How to apply It s quick and easy to apply for a role at BHF. Just click through to our careers site to apply. All you ll need is an up to date CV and a supporting statement, outlining your interest in the role and how you meet the role s criteria. As part of our commitment to be an inclusive employer, and ensure fairness and consistency in selecting the best candidate for this role, the BHF will use anonymous CV software as part of the application journey. Should you need any adjustments to the recruitment process, at either application or interview, please contact us. Please note that we are unlikely to be able to sponsor applicants in respect of this role due to the role not meeting the minimum salary criteria to be eligible for sponsorship.
