Support Desk Analyst

Salary: £25,000 - 26,000 per year

Requirements

• Previous experience working as a Support Desk Analyst or in a similar first-line IT support role
• Experience working in a service desk environment, managing and updating tickets
• Good understanding of Windows, Microsoft Office and general IT systems
• Experience with user account management (password resets, permissions, access)
• Basic knowledge of networking or VPN connectivity issues
• Familiarity with ticketing systems and ideally ITIL-based processes
• Strong communication skills with the ability to explain technical issues clearly
• A calm, professional and helpful approach when dealing with users
• Good organisation skills with the ability to manage multiple tickets at once
• A methodical approach to troubleshooting and following processes
• Awareness of data protection and handling sensitive information appropriately
• ITIL Foundation or similar (bonus)
• Experience supporting multiple sites or remote users (bonus)
• Exposure to cloud systems or business applications (bonus)

Responsibilities

• Acting as the first point of contact for all IT support queries across the business
• Logging, categorising and prioritising tickets through the helpdesk system
• Troubleshooting hardware, software, access and basic network issues
• Providing first-line support for Microsoft Office, Windows and business systems
• Managing user accounts including password resets, access and permissions
• Supporting new starters and leavers with account setup, equipment and access
• Escalating more complex issues with clear and accurate information
• Monitoring and progressing tickets to meet agreed response times
• Supporting laptops, mobiles and other IT equipment
• Assisting with system updates, patches and general maintenance
• Maintaining accurate ticket notes and contributing to support documentation

Technologies

• Cloud
• Hardware
• Support
• ITIL
• Network
• VPN
• Windows

More

We are Pertemps, the UKs largest independent recruitment agency, and we are seeking a reliable and approachable Support Desk Analyst to join our IT team in Meriden, West Midlands. This is a permanent, full-time position with a salary of up to £26,000 per annum, depending on experience. Our Support Desk Analyst role offers 33 days holiday including bank holidays, a pension scheme, and free on-site parking. This office-based position provides an exciting opportunity for someone who enjoys helping others and problem-solving in a dynamic environment.

last updated 18 week of 2026