1st Line Support Analyst (Leicester)

About the Role:

We are seeking a proactive and customer-focused 1st Line Support Analyst to join our IT team. The ideal candidate will be the first point of contact for technical support queries, providing efficient and effective resolution to users. This role requires strong experience in Microsoft 365 Administration, laptop builds, and mobile device management. Knowledge of cyber security principles is desirable.

Key Responsibilities:

• Act as the first point of contact for all IT support queries via phone, email, and ticketing system.
• Provide first-line support for hardware, software, and network issues.
• Administer and manage Microsoft 365 environments, including user account creation, license assignment, and troubleshooting.
• Configure, build, and deploy laptops for new users and refreshes.
• Manage and support mobile devices using MDM solutions (e.g., Intune, MobileIron, etc.).
• Escalate unresolved issues to 2nd/3rd line support teams as necessary.
• Document issues and resolutions clearly within the ITSM system.
• Assist with onboarding/offboarding processes from a technical standpoint.
• Support IT projects and contribute to process improvements.
• Follow IT policies and procedures, with a keen awareness of security best practices.

Essential Skills and Experience:

• Proven experience in a 1st Line Support or similar IT support role.
• Hands-on experience with Microsoft 365 Administration (Outlook, Teams, SharePoint, OneDrive, etc.).
• Strong knowledge of laptop imaging and configuration (Windows OS).
• Familiarity with mobile device management (MDM) platforms.
• Excellent communication and customer service skills.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.

Desirable:

• Exposure to cyber security frameworks or practices (e.g., endpoint protection, phishing mitigation, MFA, etc.).
• ITIL Foundation certification or understanding of ITIL principles.
• Experience with Active Directory, Azure AD, or basic networking.

In the first instance, please apply and we shall be in touch accordingly.

Lithium3 IT Consulting Limited acts as an employment agency for permanent recruitment and an employment business for the supply of specialist contractors.

Lithium3 is an Equal Opportunities Employer.

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