IT Service Desk Analyst

Salary: £30,000 - 55,000 per year

Requirements

• Strong understanding of PC hardware components and their functions.
• Experience supporting Windows 10/11 devices.
• Confident troubleshooting printer, software, and hardware issues.
• Working knowledge of Microsoft 365 apps (Outlook, Word, Excel, Teams, OneDrive).
• Good understanding of Active Directory (accounts, groups, policies, password resets).
• Basic networking knowledge including IP, DNS, and DHCP.
• Familiarity with Azure Active Directory and device management tools such as Intune.
• Excellent customer service skills with the ability to remain calm and professional.
• Clear verbal and written communication abilities.
• Ability to prioritise workload effectively in a busy, fast-paced environment.
• Strong problem-solving mindset with logical, methodical troubleshooting skills.
• Eagerness to learn and apply new technical skills quickly.
• Able to explain technical information in a way non-technical users can easily understand.
• Previous experience in a service desk environment (desirable).
• Experience using remote support tools such as TeamViewer or LogMeIn (desirable).
• IT-related degree or working towards certifications such as CompTIA A+, Azure Fundamentals, or Microsoft 365 Associate certifications (desirable).

Responsibilities

• Act as the first point of contact for IT queries via phone, email, tickets, and live chat.
• Troubleshoot and resolve common hardware, software, and connectivity issues.
• Log and manage incidents in line with SLAs and KPIs, keeping users regularly updated.
• Escalate issues promptly where required and ensure critical incidents are highlighted immediately.
• Record clear troubleshooting steps and outcomes for every ticket.
• Support queue management on scheduled days to help deliver a high-quality service.
• Create and maintain knowledge base articles for colleagues and end users.

Technologies

• Active Directory
• Azure
• Excel
• Hardware
• Support
• Microsoft 365
• Windows
• Office 365
• Cloud

More

We are a dynamic organization looking for a 1st Line IT Support Analyst to join our busy Service Desk team. Our workplace values proactive problem-solvers, great communicators, and team players. This hybrid role allows you to work 2-3 days per week in our Lichfield office, where you will be part of a supportive team and have opportunities to develop your skills. By joining us, you will directly improve your colleagues day-to-day experience and work towards industry-recognised certifications.

last updated 14 week of 2026