IT Support Analyst - 1st & 2nd Line Support

IT Support Analyst - 1st & 2nd Line Support
12 Month Fixed Term Contract - possible conversion to a Permanent role
£38k - £40k + 14% Bonus
Location: Hybrid - Hounslow - 4 Days Onsite
Must be Eligible to work in the UK - Cannot provide sponsorship
  
Leading global manufacturer is seeking to secure an IT Helpdesk Support Analyst. The role will focus on providing 1st Line & 2nd Line IT Support. Will act as the First Point of Contact for IT Support issues - so must be happy to manage 1st Line & 2nd Line Tickets. Will support approximately 700 end users across UK, Ireland & Netherlands.
  
Role:

• 1st & 2nd Line Support experience - diagnosing issues & delivering effective resolutions.
• Support users across the - UK, Ireland & Netherlands.
• Provide IT Support via phone, email, face-to-face & remote tools.
• IT Service Delivery, Systems Support & IT Project-based work.
• Log, prioritise & manage Incidents & Requests in ServiceNow.
• Install, configure & support Desktops, Laptops, Smartphones & Tablets.
• Troubleshoot issues by analysing root causes & evaluating options.
• Support a wide range of networked peripherals - Printers, Audio Visual kit, Mobile Devices.
• Maintain documentation & user guides.
• Support onboarding of new starters including IT inductions.
• Assist with IT project-based technical activities.

Experience Required:

• IT Support - 1st & 2nd Line Support - happy to deal with 1st Line Tickets.
• Act as the first point of contact for IT issues.
• Windows 10/11.
• Microsoft 365.
• MDM - Intune.
• Apple iOS & Android support.
• Active Directory & Azure AD - password resets, permissions, mailbox management etc
• Support Desktop Applications.
• Networked Peripherals - Printers, AV kit, Mobile Devices.
• Understanding of Networking principles - DHCP, DNS - to 1st Line Level.
• Hardware & Software troubleshooting.
• Clear, confident communication skills - across all levels.
• Strong problem-solving ability & attention to detail.
• Ability to work under pressure - manage workloads & take full ownership of Tickets - manage escalations.
• Approachable, customer-focused attitude with a passion for technology.
• Ability to work independently as well as part of a small IT Support team.
• Collaborative approach to teamwork.

Benefits: 14% Annual Bonus / Pension & Life Cover / Company Discounts / Training & Development
Birthday Day Off / Opportunity to convert to a Permanent role after 12 Months.
  
Keywords: 1st & 2nd Line Support, Hardware & Software Support, Windows 10, Windows 11, Microsoft 365, MDM, Intune, Apple iOS, Active Directory, Azure AD, Entra, DHCP, DNS, Networked Peripherals, Printers, AV kit, Mobile Devices, IT Support, Hybrid, Hounslow, T6/MN/(phone number removed).