1st Line Technical Support Analyst

Salary: £15,380 - 15,380 per year

Requirements

• Proven experience in a 1st Line / Service Desk support role
• Working knowledge of Microsoft 365, including Teams and core applications
• Familiarity with Azure, Intune, and SharePoint (minimum 1 year)
• Experience with Active Directory (user management, permissions, access control)
• Exposure to ITSM tools (e.g. Halo) and understanding of SLA-driven environments
• Experience with remote support tools (e.g. Bomgar or similar)
• Knowledge of contact centre platforms (e.g. Salesforce, Anywhere365, 8x8, MS Teams)
• Strong troubleshooting skills across software, hardware, and connectivity issues
• Excellent communication skills with a customer-focused approach

Responsibilities

• Act as the first point of contact for IT support queries via phone, email, and ticketing systems
• Perform ticket triage, logging, categorisation, and prioritisation of incidents and requests
• Troubleshoot and resolve issues relating to Microsoft applications, devices, and user access
• Support remote users with connectivity issues (broadband, mobile, telephony)
• Provide hardware support across laptops, mobile devices, tablets, and peripherals
• Manage user accounts and permissions, including Active Directory and privileged access requests
• Use remote access tools to diagnose and resolve user issues
• Ensure all tickets are updated accurately and resolved within agreed SLAs

Technologies

• Active Directory
• Azure
• Hardware
• Support
• ITSM
• Microsoft 365
• Mobile
• MS Teams
• Salesforce
• SharePoint
• Office 365
• Cloud

More

We are a dynamic team based in London Bridge seeking a 1st Line IT Service Desk Analyst. This role is integral to our busy support environment, where you will provide essential first-line technical support to our end users. We emphasize a customer-focused approach and offer a fast-paced, collaborative atmosphere. This is a temporary contract for 3 months, requiring on-site presence 5 days a week during training, with a total of 35 hours per week.

last updated 20 week of 2026