1st Line IT Support Analyst

1st Line IT Support Analyst

Manchester | Office-based

Are you an IT Support professional who enjoys solving problems rather than simply logging tickets?

We’re looking for a 1st Line IT Support Analyst to join an established IT team in Manchester and become the front door of IT support for approximately 500 employees across a national branch network.

This is not a call-logging role
. We’re looking for someone with genuine technical ability who can diagnose issues, resolve them properly and provide a high standard of customer service.

You’ll support head office colleagues through walk-up support as well as providing remote assistance to users across a national branch network, many of whom are non-technical.

As a 1st Line IT Support Analyst, you’ll be responsible for:

• Acting as the first point of contact for IT support across the organisation.
• Managing and triaging tickets through Ninja One
  .
• Diagnosing and resolving hardware, software, account and connectivity issues.
• Providing hands-on and remote support to users.
• Supporting head office staff through walk-up IT support.
• Providing remote support to users across a national branch network.
• Administering user accounts and devices through Microsoft Entra , Intune and Active Directory
  .
• Supporting Microsoft 365 users and resolving common M365 issues.
• Carrying out first-time fixes wherever possible and ensuring solutions are properly implemented.
• Escalating complex incidents to the 2nd Line team where appropriate.
• Maintaining accurate documentation and following structured IT service management processes.
• Working within agreed change, security and compliance procedures.
• Contributing to the ongoing IT transformation programme.

The expectation is simple:
don’t just restart it and hope. Understand the problem, find the cause and fix it properly.

We’re looking for someone who combines technical ability with excellent customer service
.

You’ll ideally have experience in an IT support environment where you have been responsible for diagnosing and resolving issues rather than simply passing tickets to someone else.

You should have hands-on experience with some or all of:

• Microsoft 365
• Microsoft Entra
• Microsoft Intune
• Active Directory
• Windows desktop support
• Hardware and software troubleshooting
• Remote support
• Ticketing / RMM platforms, ideally Ninja One
• Basic networking and connectivity troubleshooting

Experience with
Autopilot, Keeper or similar technologies would be advantageous.

We’re looking for someone who is:

• Calm and approachable, even under pressure.
• Patient when supporting non-technical users.
• Able to explain technical problems clearly without using unnecessary jargon.
• Naturally service-focused.
• Comfortable dealing with people at all levels.
• Someone who takes ownership of issues and sees them through to resolution.

Think Apple Genius Bar standards of customer care, backed by genuine technical troubleshooting ability.

• ITIL knowledge or certification.
• Familiarity with ISO 27001
  .
• Experience working within a regulated or highly structured environment.
• An understanding of incident, problem and change management.
• Experience supporting users across multiple locations.

The technology environment is modern and predominantly Microsoft-based, including:

Microsoft 365 | Exchange Online | Entra  | Intune | Autopilot | Active Directory | Ninja One | Keeper

You’ll be based at Manchester
, working alongside an established IT team.

Technical competence is important to us, so the recruitment process includes a practical assessment
.

We don’t expect candidates to simply talk about what they can do —
we want to see how you approach real technical problems.

You’ll therefore need to demonstrate both your technical ability and your approach to customer service.

Non-negotiables include:

• Excellent written and verbal communication.
• Proven technical competence appropriate to a 1st Line environment.
• Strong customer service skills, supported by concrete examples or references.
• A stable and explainable employment history.
• The ability to work within structured processes.
• A professional approach to security, access and change management.

If you’re a technically capable 1st Line IT Support professional who takes pride in delivering a genuinely excellent service, we’d like to hear from you.

#Tech