Support Analyst

The Role

IT 1st Line Support Analyst

Uxbridge (Onsite) | Full-time | Rotational Shifts | Up to £26,000 per annum

As part of the service desk, you’ll be the first point of contact for IT queries from internal and external users. You’ll log and resolve common technical issues, escalates more complex problems when needed, and provide a friendly, professional support experience.

This is an onsite role, working 5 days out of 7 on a rota basis, with shifts between 6:00am and 11:00pm (8.5‑hour shifts).

• Provide first line IT support via phone, email, and a ticketing system.
• Log, prioritise, and resolve IT incidents and service requests.
• Support users with day-to-day IT issues (password resets, account access, and basic troubleshooting).
• Assist with Active Directory user administration (accounts, passwords, groups).
• Support Windows 10/11, Microsoft 365, Exchange, and SharePoint environments.
• Troubleshoot basic hardware issues with laptops, desktops, and peripherals.
• Help manage IT assets and stock, including issuing, replacing, and tracking equipment.
• Liaise with suppliers and third‑party support teams for repairs and escalations.
• Assist with project work and new site setups, following clear processes and guidance.
• Image and deploy devices using Acronis or similar tools.
• Deliver a positive customer experience while working to SLAs.

• Some experience in an IT support, service desk, or technical support role (including internships, placements, or apprenticeships).
• A genuine interest in IT and eagerness to learn and develop technical skills.
• Basic understanding of Windows operating systems and Microsoft applications.
• Awareness of Active Directory and user account management.
• Basic knowledge of networking concepts (such as connectivity and troubleshooting).
• Strong communication skills and a customer‑focused approach.
• Good organisation skills and the ability to follow processes.
• A proactive attitude and willingness to ask questions and take ownership.

• Up to £26,000 per annum, depending on experience.
• 25 days holiday + 8 bank holidays.
• Pension scheme and employee discount programme.
• Company Pension.
• Training, mentoring, and clear development opportunities within IT.
• A supportive team environment where learning is encouraged.