IT Support Analyst - 1st Line

# IT Support Analyst - 1st Line## Job Introduction We are looking for a friendly, proactive and customer-focused 1st Line IT Support Analyst to join our growing IT function. This is a brilliant opportunity for someone who enjoys solving problems, helping people, and developing their technical skills within a supportive and fast-paced environment. This role is full time office based in Livingston.

You will be the first point of contact for colleagues across the business, providing both onsite and remote support and ensuring our teams can work smoothly and securely every day.
** What you’ll be doing
** You will play a key role in delivering a high-quality IT service across the organisation, including:
* Acting as the first point of contact for IT queries via phone, email and service desk tickets
* Diagnosing and resolving common hardware, software and user issues
* Supporting Windows 10 & 11 desktops and laptops
* Managing and progressing tickets through the IT Service Desk in line with agreed SLAs
* Installing, configuring and supporting business applications
* Supporting Microsoft 365 and Exchange Online environments
* Working with Intune, Entra and Autopilot to manage devices and users
* Building and provisioning laptops, mobile phones and user equipment
* Maintaining the IT asset register and documentation
* Updating the IT knowledgebase and improving support processes
* Ensuring IT services align with information security standards
* Keeping users informed and confident through clear communication and updates
* Contributing to out-of-hours support when required
* Occasionally visiting other office locations to provide onsite support## What we’re looking forWe welcome applications from candidates who enjoy helping others and want to continue building a career in IT.
** Experience and skills
*** Previous Service Desk or IT support experience (preferred)
* Experience with Active Directory (on-prem and Entra)
* Experience using Intune and Autopilot
* Experience managing Exchange Online / Microsoft 365 mailboxes
* Relevant IT qualifications such as CompTIA (or working towards)
** Personal qualities
*** Excellent communication skills and the ability to explain technical issues clearly to non-technical users
* Strong problem-solving skills and attention to detail
* Ability to prioritise, multitask and meet deadlines
* A collaborative team player who can also work independently
* A genuine passion for delivering great customer service

We offer more than just a role, we offer a place to grow.
* ** Competitive salary
** plus annual performance bonus
* ** 30 days holiday** (including bank holidays), rising to 35 days with service
* ** Supportive and inclusive culture
** with a strong team ethos
* ** Critical Injury Scheme
** providing financial and wellbeing support
* ** Career development opportunities
** within a national utilities organisation
* The chance to build your IT career in a stable and growing business

If you’re looking for a role where you can develop your technical skills while making a real difference to colleagues across the business, we would love to hear from you.### IT Support Analyst - 1st Line
* ** Salary**   £26000 - £27000
* ** Frequency
* * Annual
* ** Job Reference
** eacareers/TP/101/473
* ** Contract Type
** Permanent
* ** Closing Date
** 15 March, 2026
* ** Job Category
** IT
* ** Business Unit
** Group (Procurement, Finance, IT, HR, H&S)
* ** Location
* * Livingstone, United Kingdom
* ** Posted on
** 13 February, 2026
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