IT Support Analyst/Service Desk

1st Line IT Support Analyst Manchester | Office-based Are you an IT Support professional who enjoys solving problems rather than simply logging tickets? We’re looking for a 1st Line IT Support Analyst to join an established IT team in Manchester and become the front door of IT support for approximately 500 employees across a national branch network. You’ll support head office colleagues through walk-up support as well as providing remote assistance to users across a national branch network, many of whom are non-technical. As a 1st Line IT Support Analyst, you’ll be responsible for: Acting as the first point of contact for IT support across the organisation. Diagnosing and resolving hardware, software, account and connectivity issues. Providing hands-on and remote support to users. Supporting head office staff through walk-up IT support. Providing remote support to users across a national branch network. Administering user accounts and devices through Microsoft Entra ID, Intune and Active Directory. Supporting Microsoft 365 users and resolving common M365 issues. Maintaining accurate documentation and following structured IT service management processes. Contributing to the ongoing IT transformation programme. You'll ideally have experience in an IT support environment where you have been responsible for diagnosing and resolving issues rather than simply passing tickets to someone else. Microsoft 365 Microsoft Entra ID Microsoft Intune Windows desktop support Hardware and software troubleshooting Remote support Basic networking and connectivity troubleshooting ITIL knowledge or certification. The technology environment is modern and predominantly Microsoft-based, including: Microsoft 365 | Exchange Online | Entra ID | Intune | Autopilot | Active Directory | NinjaOne | Keeper You'll be based at Manchester, working alongside an established IT team. Strong customer service skills, supported by concrete examples or references. If you're a technically capable 1st Line IT Support professional who takes pride in delivering a genuinely excellent service, we'd like to hear from you. 1st Line IT Support Analyst #