1st Line Support Analyst

About This Role

Are you a 1st Line Desktop Support Analyst, IT Support Analyst or Help Desk Analyst looking for a role where you can build your technical experience while making a visible difference to colleagues every day? Based in Milton Keynes, this permanent Group IT role is the first point of contact for incidents and service requests, helping users get back to work quickly while keeping communication clear throughout each ticket.

• Provide first line IT support across a range of business systems and technologies by telephone, email, remote support tools and face to face
• Diagnose and resolve common hardware, software, network and access issues, including password resets and account administration
• Log, categorise, prioritise and manage tickets through the Help Desk platform, keeping records accurate and progressing work within agreed SLAs
• Configure, deploy and support desktops, laptops, peripheral equipment and Android and iPhone mobile devices, including device management through Microsoft Intune
• Identify recurring issues, contribute to the knowledge base and escalates complex incidents to 2nd Line Support while maintaining ownership and communication

Are you a 1st Line Desktop Support Analyst, IT Support Analyst or Help Desk Analyst looking for a role where you can build your technical experience while making a visible difference to colleagues every day? Based in Milton Keynes, this permanent Group IT role is the first point of contact for incidents and service requests, helping users get back to work quickly while keeping communication clear throughout each ticket.

• Provide first line IT support across a range of business systems and technologies by telephone, email, remote support tools and face to face
• Diagnose and resolve common hardware, software, network and access issues, including password resets and account administration
• Log, categorise, prioritise and manage tickets through the Help Desk platform, keeping records accurate and progressing work within agreed SLAs
• Configure, deploy and support desktops, laptops, peripheral equipment and Android and iPhone mobile devices, including device management through Microsoft Intune
• Identify recurring issues, contribute to the knowledge base and escalates complex incidents to 2nd Line Support while maintaining ownership and communication

You will bring a helpful, curious approach and enjoy working through technical issues in a calm and structured way. Not sure you meet every point below? We value potential, transferable skills and a willingness to learn, so please do not rule yourself out.

• Experience supporting users in a Help Desk, Desktop Support or similar technical service environment
• Working knowledge of Microsoft Windows, with basic administration experience across Active Directory, Microsoft 365 and VMware Horizon
• Experience deploying or managing devices through Microsoft Intune
• An understanding of ITIL Service Management principles, with ITIL Foundation or Microsoft fundamentals certifications welcomed but not essential
• Clear communication, strong problem solving skills and a customer focused approach, with the confidence to take ownership and ask for support when needed

Dawsongroup has been in business since 1935 and has more than 50 years of experience in asset rental, supporting customers across a broad range of specialist markets. Group IT helps keep that wider business connected and productive, with a culture built around integrity, ownership, collaboration and finding practical ways to work smarter.

• A business that values growth in both its people and its operations
• A team environment where collaboration, communication and knowledge sharing matter
• A commitment to providing safe, fulfilling and rewarding…