1st Line Support Helpdesk Analyst

Salary: £25,000 - 30,000 per year

Requirements

• Great customer service skills
• Positive and passionate about technology
• Good problem solving skills
• 1st line level experience with most of our core technologies: Microsoft 365, SharePoint, MS Desktop (Windows 11), Switches, Routers, Firewalls (WatchGuard), DHCP, DNS, MS Office (2010/365), Antivirus, Printers, and Active Directory
• Experience of working in a managed service provider environment is ideally preferred, though we will consider other candidates with a customer-focused attitude
• Willingness to work from the office 5 days a week
• Ability to work standard hours from 8.30am to 5.30pm

Responsibilities

• Provide remote and onsite 1st line support to clients relating to our core technologies, including Microsoft 365, SharePoint, MS Desktop (Windows 11), Switches, Routers, Firewalls (WatchGuard), DHCP, DNS, MS Office (365), Antivirus, Printers, and Active Directory
• Act as the first point of contact for support calls
• Carry out installation work on our core technologies
• Achieve personal and team Golden KPI targets, including customer satisfaction
• Work tickets in order of SLA and priority
• Maintain system documentation

Technologies

• Active Directory
• Support
• Microsoft 365
• SharePoint
• Windows
• Office 365
• Security

More

We are a dedicated Service Desk working closely together to help clients succeed through technology. This is a fun and rewarding environment where people are looked after and supported to reach their full potential. The role is based in Paddock Wood and offers a salary of £25k to £30k DOE. We provide 25 days holiday, your birthday as an additional annual leave day, an annual staff bonus, pension scheme, two weeks of dedicated training days, service desk gamification rewards, free onsite parking, Ride2work scheme, fully air-conditioned offices, onsite games room, dress-down Fridays, unlimited free fruit and soft drinks, a beans-to-cup coffee machine, company-paid quarterly social events, new client introduction bonus, new staff introduction bonus, regular anonymous pulse surveys, and PerkBox discounts and offers.

last updated 36 week of 2026