Service Desk Analyst

IT Support Engineer Location: York
Contract: Full-time

We're looking for a proactive and customer-focused IT Support Engineer to join our growing IT team in York. This is an excellent opportunity for someone with first and second-line support experience who enjoys solving technical problems, delivering excellent customer service, and wants to develop their career across infrastructure, cloud technologies and IT operations.

You'll play a key role in supporting colleagues across the business, ensuring IT services run smoothly while gaining hands-on experience with projects, system improvements and modern Microsoft technologies.

What you'll be doing As an IT Support Engineer, you'll be responsible for providing high-quality technical support across the business, including:

User Support & Service Delivery

• Act as the first point of contact for IT support requests.
• Log, prioritise and manage incidents through the IT service desk.
• Troubleshoot hardware, software and user access issues.
• Deliver an excellent customer experience with every interaction.

Systems & Device Support

• Configure laptops, desktops and mobile devices.
• Create and manage user accounts and permissions.
• Support Microsoft technologies including Azure, Intune and Defender for Endpoint.
• Assist with patching, updates and routine system maintenance.

Incident Management

• Diagnose and resolve first and second-line technical issues.
• Escalate complex incidents where appropriate.
• Follow ITIL-style processes to ensure consistent service delivery.

Project Support

• Assist with hardware rollouts, migrations and system upgrades.
• Support testing and deployment of new solutions.
• Help deliver technical improvements across the business.
• Build technical knowledge through hands-on project work.

Team Collaboration & Development

• Work closely with the IT Operations Manager and wider IT team.
• Contribute to documentation and knowledge sharing.
• Continuously develop your technical skills across infrastructure and cloud technologies.

What we're looking for We're looking for someone who is passionate about technology, enjoys helping people and wants to build a long-term career in IT.

Essential skills and experience

• Experience providing 1st and 2nd Line IT Support.
• Strong Microsoft Windows troubleshooting skills across endpoints and servers.
• Good understanding of Microsoft 365.
• Basic networking knowledge.
• Exposure to Azure, Intune and Microsoft Defender for Endpoint.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to prioritise workload in a fast-paced environment.
• Positive attitude with a genuine desire to learn and develop.

You'll stand out if you have

• Experience supporting IT projects or device deployments.
• Knowledge of Active Directory and Entra ID.
• Experience working within an IT Service Management environment.
• An interest in cloud infrastructure and Microsoft technologies.

What success looks like You'll be successful in this role by:

• Resolving support requests quickly and effectively.
• Delivering a great user experience.
• Providing accurate, consistent technical support.
• Contributing to successful IT projects.
• Continuously developing your technical knowledge and capability.

Working arrangements

• Based in York
• Flexible working hours to support collaboration.
• Agile, supportive working environment.
• Opportunity to join a growing business investing heavily in technology and transformation.

Why join us? This is a fantastic opportunity to join a growing business where IT is at the heart of transformation. You'll gain exposure to modern technologies, work on exciting projects, learn from experienced colleagues and have genuine opportunities to progress your career.

If you're passionate about technology, enjoy solving problems and want to develop into a well-rounded IT professional, we'd love to hear from you.