Technical Support Analyst

Salary: £27,000 - 31,000 per year

Requirements

• Previous experience in an IT support or helpdesk role with hands-on experience using a ticketing system to log, update, and manage support requests in line with SLA requirements.
• Understanding of Microsoft environments, including: Microsoft Server Operating Systems, Windows 11, and Microsoft 365.
• Technically minded with strong troubleshooting and problem-solving skills.
• Excellent communication skills — able to interpret and explain technical and non-technical information clearly.
• Highly organised, able to manage and prioritise workload effectively.
• Customer-focused with a professional and approachable manner.

Responsibilities

• Act as the first point of contact for customer technical support queries.
• Communicate with customers to understand, diagnose, and resolve IT issues.
• Provide initial troubleshooting and remote support.
• Escalate complex issues to 2nd Line Support where necessary.
• Accurately record all actions, updates, and resolutions within the ticketing system.
• Work to defined SLAs and follow established workflows and processes.
• Manage customer expectations and provide timely updates.
• Prioritise workload effectively to meet agreed timescales.

Technologies

• Cloud
• Support
• Microsoft 365
• Windows
• Office 365

More

We are a well-established and growing IT support business based in Harrogate, offering a basic salary of £27,000 - £31,000 plus great benefits. Our team is dedicated to providing expert support across both on-premise and cloud-hosted systems. We value excellent service and technical expertise as we build long-term partnerships with our diverse portfolio of clients. Benefits include 25 days plus statutory bank holidays, along with investment in training and professional certifications, providing allocated time during the working week for study.

last updated 19 week of 2026