1st Line IT Support Helpdesk Analyst

Bleckfield Limited - Leatherhead, Surrey

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

About Us 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.
The Opportunity 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.
What You'll Do 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
Desirable Skills (Not Essential) 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 xwzovoh experience
What We Offer 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
Our Ideal Candidate 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