1St Line Service Desk Engineer / IT Support Analyst

1st Line IT Support Engineer / Service Desk Analyst | Salary: £30k + excellent benefits | Ystrad Mynach area | Initially office-based, moving to hybrid working.

A growing Managed Services Provider is looking for a customer-focused 1st Line IT Support Engineer / Service Desk Analyst to join its services team in Basingstoke.

This opportunity would suit someone with experience as a Service Desk Analyst, IT Support Analyst, 1st Line Support Engineer, Helpdesk Engineer or IT Support Technician who enjoys solving problems and supporting users in a fast-paced environment.

You’ll provide front-line end-user computing support to a varied customer base across the public and private sectors, taking ownership of incidents and service requests while delivering a professional and reassuring customer experience.

The role offers excellent scope to broaden your technical knowledge and progress into 2nd and 3rd line support, with exposure to a wide range of customer environments and technologies. The position will initially be office-based 5 days per week, with hybrid working available once established in the role.

Key Responsibilities:

• Provide 1st line technical support via phone, email and remote support tools
• Log, prioritise, manage and resolve incidents and service requests in line with SLAs
• Troubleshoot Windows desktop, laptop, software and peripheral issues
• Support Microsoft Office, Outlook and Microsoft 365 applications
• Carry out basic user account and access administration
• Escalate more complex incidents while maintaining ownership and customer communication
• Maintain accurate ticket updates, technical documentation and knowledge articles
• Work collaboratively with 2nd and 3rd line engineers and other technical teams
• Work flexible start and finish times between 8am and 6pm as part of the service desk rota

Skills & Experience Required:

• Previous experience in an IT service desk, helpdesk or end-user support role - ideally around 2-3 years
• Strong customer communication skills, with the confidence to support users at all levels
• Good troubleshooting and problem-solving ability
• Experience supporting Windows desktop and laptop operating systems
• Experience supporting Microsoft Office applications and Outlook
• Ability to prioritise effectively and remain organised in a fast-paced, ticket-driven environment
• Positive, proactive approach and a genuine interest in developing across new technologies
• Eligibility to obtain the required security clearance

Desirable Experience:

• Microsoft 365 support
• Active Directory or Microsoft Entra ID user administration
• Exposure to Microsoft Azure, Intune or endpoint management
• Experience using ITSM or ticketing systems
• Basic networking knowledge, including DNS, DHCP, Wi-Fi and connectivity troubleshooting
• Exposure to antivirus, backup, virtualisation, monitoring or remote support technologies
• Previous MSP or managed services experience

This role would suit an experienced 1st Line Support Engineer or Service Desk Analyst looking for a busy and varied position offering strong technical exposure, structured development and genuine opportunities for career progression within a growing managed services environment.

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