1st Line IT Support Helpdesk Analyst

Bleckfield Limited - Leatherhead, Surrey

Permanent, Full-Time

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£26,000 - £30,000 per annum
Monday - Friday, 8:30am - 5:00pm

Bleckfield Limited is a growing Microsoft Solutions Partner specialising in IT support and managed services for care homes and healthcare organizations across the UK. We're a close-knit team of IT professionals passionate about delivering high-quality technical support to organizations that make a real difference in people's lives.

Join our technical team as a 1st Line IT Support Helpdesk Analyst and build your IT career with a company that invests in your development. You'll be the first point of contact for IT support queries from our clients, working with modern Microsoft cloud technologies.

Why Join Bleckfield?

Microsoft Certification Funding - Up to 4 exams per year plus full online training access
Modern Technology Stack - Azure, Microsoft 365, SharePoint, OneDrive
Supportive Team - Experienced 2nd and 3rd line technicians to learn from
Work-Life Balance - No weekends or bank holidays.

Daily Responsibilities:

• Be the first point of contact for IT support via phone, email, and ticketing system
• Diagnose and resolve hardware, software, and network issues remotely
• Handle user account management (password resets, Microsoft 365 provisioning)
• Document all issues and solutions thoroughly in our ticketing system
• Escalate complex problems to 2nd line with detailed handover notes
• Provide excellent customer service to users with varying technical knowledge

Essential Skills

Technical Knowledge:

• Windows 10/11 administration and troubleshooting
• Microsoft 365 tenant administration (Exchange Online, SharePoint, OneDrive)
• Office Applications (Word, Excel, Outlook)
• Command line troubleshooting
• Remote support tools experience

Core Competencies:

• Excellent problem-solving and logical thinking
• Outstanding verbal and written communication
• Strong customer service mindset
• Meticulous attention to detail
• Ability to multitask and adapt to changing priorities in an MSP environment
• Team player with collaborative approach

Experience:

• 6-12 months IT helpdesk/technical support experience
• OR strong IT foundation with demonstrable passion for learning

• RMM platform experience (NinjaOne or similar)
• Basic networking knowledge (TCP/IP, DNS, DHCP)
• Hardware troubleshooting
• Healthcare/regulated environment experience
• Microsoft certifications
• PowerShell basics
• PSA/ticketing system experience

Professional Development:

• Up to 4 Microsoft exam vouchers per year
• Full access to online training platforms
• Mentorship from experienced technicians
• Varied technical experience across multiple client environments

Benefits Package:

• £25,000 - £30,000 salary (depending on experience)
• Company pension scheme
• No weekend or bank holiday work

You're someone who:

• Genuinely enjoys solving technical problems and helping people
• Stays calm under pressure and multitasks effectively
• Takes pride in excellent customer service
• Is curious about technology and eager to learn
• Communicates clearly with technical and non-technical users
• Pays attention to detail and follows through
• Works well independently and as part of a team
• Wants a long-term IT career with clear progression