About this role
Salary: £30,000 - 35,000 per year
Requirements
- Hands-on 1st- and some 2nd-line IT support experience, troubleshooting hardware, software, business application, connectivity, and end-user computing issues.
- Experience supporting Microsoft 365 applications, including Outlook, Teams, Word, Excel, and other productivity tools.
- User account administration, including creating, modifying, and disabling accounts, managing passwords and access permissions, and supporting authentication.
- Experience supporting cloud services, Windows operating systems and devices, IT hardware, business applications, and end-user infrastructure.
- Familiarity with IT service management or ticketing systems, incident management, service requests, and SLA-driven support.
- Ability to troubleshoot network connectivity, Wi-Fi, VPN, and user access issues.
- Strong communication and problem-solving skills, with a proactive, customer-focused approach.
- Previous experience in a 1st- and 2nd-line IT support, service desk, helpdesk, or desktop support environment is desirable.
- Experience supporting manufacturing, supply chain, or other fast-paced commercial environments is desirable.
- Exposure to Microsoft Entra ID, Active Directory, Exchange Online, or Microsoft Intune is desirable.
- Familiarity with ITIL principles, incident management, service request fulfilment, or supporting geographically dispersed users is desirable.
- IT qualifications or certifications such as CompTIA A+, Microsoft Fundamentals, or ITIL Foundation are desirable.
- Must be eligible to work in the UK.
Responsibilities
- Deliver hands-on technical support for Microsoft 365, cloud services, Windows devices, business applications, user accounts, and end-user infrastructure.
- Manage IT incidents and service requests through to resolution or escalation.
- Troubleshoot and resolve hardware, software, business application, connectivity, and end-user device issues.
- Log, categorise, prioritise, investigate, and resolve incidents and service requests using an IT ticketing platform.
- Take ownership of technical issues from initial contact through resolution or escalation, maintaining accurate documentation, providing user updates, and meeting agreed service levels.
- Configure, deploy, maintain, and support laptops, desktops, mobile phones, tablets, and other IT equipment.
- Work with internal infrastructure teams, third-party suppliers, and international IT colleagues to investigate and resolve technical issues.
- Support major incident management, technical escalations, and continual service improvement initiatives.
Technologies
- Active Directory
- Cloud
- Excel
- Hardware
- Incident Management
- Support
- ITIL
- Microsoft 365
- Microsoft Intune
- Mobile
- Network
- VPN
- Windows
- Office 365
- ITSM
More
We are seeking a technically capable, customer-focused IT Service Desk Analyst to join the Business Systems team of a leading international organisation. This is a permanent role based in North Cambridgeshire, with four days per week onsite. The salary is £30,000–£35,000, plus an excellent benefits package: 31 days annual leave including bank holidays, salary sacrifice pension, health cash plan, life assurance and income protection, employee assistance programme, training and professional development, retail and supermarket discounts, cycle-to-work scheme, electric car salary sacrifice scheme, eyecare contributions, employee referral scheme, and regular wellbeing initiatives.
last updated 43 week of 2026