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Service Desk Analyst 5 days a week on site Role Overview As a 1st / 2nd line Support Analyst in a team of Field Engineers and Support Analysts, you will be a key player in ensuring the smooth operation of the IT systems. Based at head office in Northampton, you will provide essential support to around 1000 users across multiple sites around the UK. You will provide support on a range of Microsoft based IT systems especially Microsoft 365 along with a range of bespoke applications. Your day-to-day responsibilities as part of the support team will be to: Respond to IT-related telephone calls and emails from colleagues, providing timely and effective support. Log and resolve IT requests within agreed targets. Administer the Microsoft Estate and other key business systems. Monitor and manage IT requests, coordinate projects, handle IT procurement requests, and oversee IT security administration. Oversee the Moves, Additions, Deletions, and Changes (MADC) process, including setting up new users on Microsoft 365. Monitor internal IT mailboxes and respond to colleague requests and automated alerts using the IT Service Management tool. Collaborate with third-party technology and support providers across applications, infrastructure, networking, and telephony. Maintain and update the IT SharePoint page, share best practices, and contribute to our technology knowledge database. Provide general help and advice to users, utilizing remote desktop tools. Your background: Experience as a 1st / 2nd line support analyst - service desk and deskside support Experience in IT administration and support of Microsoft-based systems specifically Microsoft 365, along with IP Telephony and networking Experience with FreshDesk or similar

IT Service Desk Analyst About the Role We're looking for a customer-focused IT Service Desk Analyst to join our busy and fast-paced IT team. As the first point of contact for over 1,600 users, you'll provide high-quality 1st line support, ensuring IT incidents and service requests are resolved efficiently while delivering an outstanding customer experience. This is an excellent opportunity for someone with previous IT Service Desk experience who enjoys troubleshooting technical issues and working with a wide range of technologies. Key Responsibilities Provide 1st line technical support for Windows 11 devices, Microsoft 365, Outlook, Teams and iOS devices via phone, service portal and face-to-face. Diagnose and resolve user issues relating to Active Directory, password resets, user accounts, Microsoft 365 applications, hardware and software. Log, prioritise and manage incidents and service requests using ITSM tools, ensuring all tickets are updated and resolved within agreed SLAs. Support and troubleshoot laptops, desktops, mobile devices, printers and peripheral hardware. Take ownership of user issues through to resolution, keeping customers informed throughout the support lifecycle. Escalate complex technical issues to 2nd and 3rd Line Support and third-party vendors where appropriate. Assist with Microsoft Defender, SharePoint and remote support tools such as GoTo Assist to investigate and resolve incidents. Maintain accurate IT asset records, user documentation and technical knowledge articles. Provide support across multiple office locations, with occasional travel between sites. What We're Looking For Previous experience in an IT Service Desk or IT Support role. Excellent customer service and communication skills. A proactive approach with strong problem-solving abilities. Confidence supporting users with varying levels of technical knowledge. Excellent attention to detail and organisational skills. Technical Skills Experience with some or all of the following is desirable: Windows 11 Microsoft 365 Active Directory ITSM tools Microsoft Outlook Microsoft Teams Microsoft Defender SharePoint GoTo Assist iOS (iPhone & iPad) PC hardware and peripheral troubleshooting Working Hours Monday to Friday Shift rota covering 8:00am - 6:00pm Occasional travel to other office locations as required If you're passionate about technology, enjoy helping people and want to develop your career within a supportive IT team, we'd love to hear from you.

IT Service Desk Analyst About the Role We're looking for a customer-focused IT Service Desk Analyst to join our busy and fast-paced IT team. As the first point of contact for over 1,600 users, you'll provide high-quality 1st line support, ensuring IT incidents and service requests are resolved efficiently while delivering an outstanding customer experience. This is an excellent opportunity for someone with previous IT Service Desk experience who enjoys troubleshooting technical issues and working with a wide range of technologies. Key Responsibilities Provide 1st line technical support for Windows 11 devices, Microsoft 365, Outlook, Teams and iOS devices via phone, service portal and face-to-face. Diagnose and resolve user issues relating to Active Directory, password resets, user accounts, Microsoft 365 applications, hardware and software. Log, prioritise and manage incidents and service requests using ITSM tools, ensuring all tickets are updated and resolved within agreed SLAs. Support and troubleshoot laptops, desktops, mobile devices, printers and peripheral hardware. Take ownership of user issues through to resolution, keeping customers informed throughout the support lifecycle. Escalate complex technical issues to 2nd and 3rd Line Support and third-party vendors where appropriate. Assist with Microsoft Defender, SharePoint and remote support tools such as GoTo Assist to investigate and resolve incidents. Maintain accurate IT asset records, user documentation and technical knowledge articles. Provide support across multiple office locations, with occasional travel between sites. What We're Looking For Previous experience in an IT Service Desk or IT Support role. Excellent customer service and communication skills. A proactive approach with strong problem-solving abilities. Confidence supporting users with varying levels of technical knowledge. Excellent attention to detail and organisational skills. Technical Skills Experience with some or all of the following is desirable: Windows 11 Microsoft 365 Active Directory ITSM tools Microsoft Outlook Microsoft Teams Microsoft Defender SharePoint GoTo Assist iOS (iPhone & iPad) PC hardware and peripheral troubleshooting Working Hours Monday to Friday Shift rota covering 8:00am - 6:00pm Occasional travel to other office locations as required If you're passionate about technology, enjoy helping people and want to develop your career within a supportive IT team, we'd love to hear from you.

3rd Line Infrastructure Engineer - SC Cleared Location: Wiltshire (full-time, onsite) Clearance: SC clearance required (or willingness to obtain) Package: Up to 60,000 + benefits We're looking for two experienced 3rd Line Infrastructure Engineers to join a dedicated support team in West Wiltshire. You'll be responsible for managing incidents, problem resolution, and change requests across a secure, complex IT estate. This role involves a mix of hands-on technical work and incident ownership, ensuring SLAs are met and first-time fixes are maximised. Key Responsibilities Provide 3rd line support for infrastructure incidents, service requests, and changes. Troubleshoot and resolve issues across hybrid server environments. Support secure key management systems (HSMs) including deployment, configuration, and maintenance. Contribute to incident and problem analysis, including root cause identification. Monitor and manage call queues, escalating where necessary. Work closely with other technical teams and adhere to security policies. Maintain accurate records in ITSM tools and contribute to SLA reporting. Skills & Experience Essential 5+ years supporting large-scale hybrid environments. Strong knowledge of Windows Server, Active Directory, Entra ID, VMware/Hyper-V. Hands-on experience with Thales Luna HSMs and PEDs (deployment, configuration, troubleshooting). Familiarity with ITIL processes (Incident, Request, Problem, Change). Confident communicator with excellent problem-solving skills. PowerShell scripting for automation and reporting. Current SC clearance (or eligibility to obtain). Desirable Experience in identity services (Authentication, Federation, Conditional Access). DNS/DHCP and networking services support. Microsoft Azure services and modern device management (Intune, Workspace One). Relevant certifications (e.g. AZ-800/801, SC-300). Exposure to converged infrastructure and virtualisation platforms.