1st Line Support

1st Line Support/Service desk

Rate: £20 per hour (Inside IR35)
Duration: Up to 6 months (until end of 2025) Possibility of role going permanent
Location: Llandudno (on-site presence required; 1 day/week WFH possible)

A Service Desk Analyst is required to join our public sector's small but busy tech team on a temporary basis. This role is primarily focused on 1st line support, helping to keep day-to-day operations running smoothly while the wider team delivers critical cloud migration and IT standardisation projects.

Key Responsibilities

Act as the first point of contact for IT support queries via phone and email (walk-ins occasionally happen).

Log, categorise, and prioritise incidents and service requests.

Troubleshoot Microsoft 365 issues (Outlook, Teams, OneDrive, SharePoint).

Apply known solutions and contribute to our internal Knowledge Base.

Escalate unresolved or complex issues with full context and logs.

Educate users on M365 tools and promote best practices.

Manage user accounts, security groups, and MFA resets.

Provision, patch, and deploy devices using Intune.

Support onboarding/offboarding and maintain hardware inventory.

Skills

Solid experience in a 1st line IT support role.

Working knowledge of Microsoft 365 and Intune desirable

Excellent communication and problem-solving skills.

Ability to work independently and manage multiple tasks.

Willingness to be on-site daily (with potential for 1 day/week WFH for the right candidate).

While this role is support-focused, there may be opportunities to get involved in wider IT initiatives depending on interests and experience.