Are you passionate about delivering exceptional IT support and helping people resolve technical problems with confidence and clarity? If you thrive in a fast‑paced environment, have a natural ability to explain technical information in a simple and friendly way, and enjoy being the first point of contact for users, we’d love to hear from you!
We’re looking for a
1st Line IT Support Analyst to join our busy Service Desk team. This is a fantastic opportunity to grow your IT career within an organisation that values proactive problem‑solvers, great communicators, and team players. You’ll work on a hybrid basis, spending 2–3 days per week in our Lichfield office.
⭐ About the RoleAs a key member of our IT Service Desk, you will:
- 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.
⭐ What We’re Looking For✅ Essential Technical Skills- 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.
✅ Essential Personal Skills- 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.
⭐ Desirable Skills & Qualifications- Previous experience in a service desk environment.
- Experience using remote support tools such as TeamViewer or LogMeIn.
- IT‑related degree or working towards certifications such as CompTIA A+, Azure Fundamentals, or Microsoft 365 Associate certifications.
⭐ Why Join Us?- Be part of a supportive and friendly IT team.
- Opportunities to develop your skills and work toward industry-recognised certifications.
- A role where you can directly improve colleagues’ day‑to‑day experience across the organisation.
- Hybrid working with a collaborative office environment 2–3 days per week.
✅ How to ApplyIf you’re ready to grow your IT career, provide great service, and make a real impact across the organisation, we’d love to hear from you.
Apply today and start your journey with us!