1st Line Support Analyst

1st Line Support Analyst

Location: Birmingham (Hybrid - 4 days onsite, 1 day remote)
Contract: Initial 6-Month Contract with the opportunity to become Permanent
Start: ASAP

The Opportunity

We are currently looking for a proactive and customer-focused 1st Line Support Analyst to join a busy IT support team based in Birmingham. This is an excellent opportunity to join an organisation on an initial 6-month contract, with a strong possibility of moving into a permanent position for the right individual.
You'll be the first point of contact for IT support requests, providing high-quality technical assistance to end users across a Microsoft-based environment. This role would suit someone with a solid Service Desk background who enjoys troubleshooting, delivering excellent customer service, and developing their technical skills.

Key Responsibilities

• Act as the first point of contact for all IT incidents and service requests via phone, email and ticketing system.
• Log, categorise and prioritise support tickets in line with agreed SLAs.
• Troubleshoot hardware, software and connectivity issues.
• Support Windows 10/11 desktop environments.
• Provide support for Microsoft 365 applications including Outlook, Teams, Word, Excel and OneDrive.
• Create, modify and manage user accounts within Active Directory and Microsoft Entra ID.
• Perform password resets, mailbox administration and user provisioning.
• Support printers, laptops, desktops and mobile devices.
• Escalate complex issues to the 2nd Line Support team where appropriate.
• Maintain accurate documentation and update knowledge base articles.
• Deliver excellent customer service while keeping users informed throughout the support process.

Required Skills & Experience

• Previous experience in a 1st Line Support, IT Service Desk or Helpdesk role.
• Strong knowledge of Microsoft Windows 10/11.
• Experience supporting Microsoft 365.
• Active Directory administration.
• Microsoft Entra ID / Azure Active Directory experience.
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN).
• Experience using an ITSM or ticket management system.
• Excellent communication and customer service skills.
• Strong troubleshooting and problem-solving abilities.
• Ability to prioritise workload in a fast-paced environment.

Desirable Skills

• Microsoft Intune knowledge.
• Microsoft Autopilot experience.
• Exchange Online administration.
• SCCM or endpoint management experience.
• CompTIA A+, Network+ or Microsoft certifications.
• Experience working within ITIL environments.

What's on Offer

• Initial 6-month contract with a genuine route into a permanent position.
• Hybrid working (4 days onsite, 1 day remote).
• Opportunity to work within a modern Microsoft environment.
• Training and development opportunities.
• Collaborative and supportive IT team.
• Immediate start available.