1st Line Support Analyst

We're working with a well-established, people-first organisation to recruit a 1st Line Support Analyst into a highly regarded IT support team. This is a 1st line role supporting around 1200 users, with a strong emphasis on customer service, process, and getting things right first time.
 
You'll be joining a stable, collaborative service desk where quality matters, ITIL is lived (not just talked about), and security standards are taken seriously.
 
What you'll be doing -

• Providing 1st line support via ticketing system, email, phone calls and face-to-face
• Supporting new starters and day-to-day user issues
• Working with Microsoft 365, Intune, Entra ID, Exchange, and Defender
• Triage, troubleshoot and escalate tickets appropriately to 2nd line where needed
• Contributing to internal knowledge base and continuous improvement activities within the team
• Supporting users across laptops, mobiles, tablets, and remote devices

 
Technical environment -

• Microsoft-first environment (Hybrid Azure / on-prem)
• Intune, Defender, M365, AD & Entra
• Cyber Essentials Plus certified, security-driven culture
• Structured ITIL-based service desk

 
What we're looking for

• Experience working within a 1st line or service desk environment
• Experience working within a charity or not-for-profit environment may be beneficial
• Strong Microsoft 365 and Windows support experience
• Confident communicator with a genuine "people" mindset
• Calm under pressure and comfortable supporting senior stakeholders
• Technically curious, able to ask the right questions to gauge full understanding of technical issues for resolution or escalation

 
About the role -

• Permanent opportunity
• Birmingham based office, with on-site working
• On-site parking
• Shift rotation of 8am-4pm or 9am-5pm. You must be able to work both shift patterns
• 25 days holiday (rising to 30 with continued service) + bank holidays, pension up to 8% matched, medical health cashback scheme
• Employer will pay for one annual subscription to a professional body.