IT Service Desk Analyst - 1st & 2nd Line IT Support

IT Service Desk Analyst - 1st & 2nd Line Support - Permanent
c £30k - £35k + Excellent Benefits Package.
North Cambridgeshire - 4 Days Per Week Onsite.
Must be Eligible to work in the UK.
  
Seeking to secure a technically capable, customer-focused IT Service Desk Analyst with 1st & some 2nd Line IT Support experience to join the Business Systems team of a leading international organisation.
  
The role will involve delivering hands-on technical support across Microsoft 365, Cloud Services, Windows devices, Business Applications, User Account Administration & End-User infrastructure, alongside managing IT Incidents & Service Requests through to resolution.
Working closely with internal Infrastructure teams, third-party suppliers & international IT colleagues, you will provide responsive and effective IT Support, ensuring technical issues are resolved efficiently and within agreed Service Level Agreements (SLAs).
  
Technical

Skills Required:

1st & some 2nd Line IT Support:
Hands-on troubleshooting and resolution of hardware, software, business application, connectivity & end-user computing issues.
Microsoft 365:
Supporting & troubleshooting Microsoft 365 applications, including Outlook, Teams, Word, Excel & other Microsoft productivity tools.
Active Directory / User Administration:
Creating, modifying & disabling user accounts, managing passwords, access permissions and user authentication.
Cloud Services:
Supporting cloud-based applications, user access, connectivity and associated technical issues.
Windows Desktop Support:
Troubleshooting Windows Operating Systems, Desktop PCs, Laptops, Peripherals & End-User Devices.
IT Service Management / Ticketing Systems:
Logging, categorising, prioritising, investigating and resolving incidents and service requests through an IT ticketing platform.
Incident Management & SLAs:
Taking ownership of technical issues from initial contact through to resolution or escalation - ensuring accurate documentation, regular user updates and adherence to agreed service levels.
IT Hardware & Device Provisioning:
Configuration, deployment, maintenance & support of Laptops, Desktops, Mobile Phones, Tablets & other IT equipment.
Networking / Connectivity:
Troubleshooting network connectivity, Wi-Fi, VPN & general user access issues.
Business Applications Support:
Providing technical assistance and troubleshooting for business-critical applications and systems.
IT Infrastructure Support:
Working alongside internal Infrastructure teams & external Suppliers to investigate, escalate and resolve more complex technical incidents.
Major Incident Support:
Supporting major incident management, technical escalations & continual service improvement initiatives.
Customer Service & Communication:
Excellent communication skills, strong problem-solving ability and a proactive, customer-focused approach to IT support.
Desirable

Experience:

Previous experience in a 1st & 2nd Line IT Support, IT Service Desk, IT Helpdesk or Desktop Support environment.
Experience supporting IT Services within Manufacturing or Supply Chain or other fast-paced commercial environments.
Exposure to Microsoft Entra , Active Directory, Exchange Online or Microsoft Intune.
Familiarity with ITIL principles, Incident Management, Service Request Fulfilment & SLA-driven support.
Experience supporting geographically dispersed users or multiple business locations.
IT qualifications or certifications such as CompTIA A+, Microsoft Fundamentals or ITIL Foundation.
Benefits Package:
31 Days Annual Leave Including Bank Holidays / Salary Sacrifice Pension Scheme / Health Cash Plan / Life Assurance & Income Protection / Employee Assistance Programme / Training, Mentoring & Professional Development / Retail & Supermarket Discounts / Cycle to Work Scheme / Electric Car Salary Sacrifice Scheme / Eyecare Contributions / Employee Referral Scheme / Regular Wellbeing Initiatives.
  
. T6/MN/(phone number removed)