Assistant IT Support Analyst
Salary: £25,000 - 28,000 per year
Requirements:- 6 months to 1 year of experience in an IT Support, Helpdesk, Service Desk, or IT Technician role.
- Basic troubleshooting experience across Windows operating systems and desktop applications.
- Familiarity with Microsoft 365 products including Outlook, Teams, Word, and Excel.
- Understanding of service desk ticketing systems and incident management processes.
- Strong communication and customer service skills.
- Ability to manage and prioritise multiple tasks effectively.
- A positive, professional, and collaborative approach to work.
- Experience with Active Directory user administration.
- Knowledge of device management tools such as Microsoft Intune.
- Basic understanding of networking concepts including DNS, DHCP, VPNs, and Wi-Fi connectivity.
- Experience supporting laptops, desktops, mobile devices, and printers.
- Awareness of ITIL principles or service management frameworks.
- Relevant certifications or ongoing study (e.g., CompTIA ITF+, CompTIA A+, Microsoft Fundamentals)
- Act as the first point of contact for IT support requests via phone, email, and service desk systems.
- Log, categorise, prioritise, and manage incidents and service requests in line with agreed service levels.
- Diagnose and resolve common technical issues relating to Windows devices, Microsoft 365 applications, printers, mobile devices, and peripherals.
- Assist with user account administration, password resets, and access management.
- Support new starter, leaver, and device deployment processes.
- Escalate complex technical issues to 2nd and 3rd line support teams when appropriate.
- Maintain accurate records and documentation within the IT Service Management system.
- Assist with hardware builds, software installations, and routine maintenance activities.
- Contribute to continuous improvement initiatives and knowledge base development.
- Follow IT security policies and best practices when handling user requests.
- Active Directory
- Excel
- Hardware
- Incident Management
- Support
- ITIL
- Microsoft 365
- Microsoft Intune
- Mobile
- Security
- Windows
- Office 365
More:
We are seeking a proactive and customer-focused Assistant IT Support Analyst to join our growing IT team. This role is ideal for someone with around 6 months plus experience in an IT support or service desk environment who wants to further develop technical skills through a recognised apprenticeship programme. As part of our IT Service Desk team, we provide first-line technical support across the organisation and offer exposure to a wide range of technologies while building a strong foundation for a long-term career in IT. We value people who are passionate about technology, enjoy solving problems, and take pride in delivering excellent customer service.
last updated 36 week of 2026