We have an immediate opening for a IT Field Service Analyst within our Southampton office for an initial 6 month fixed-term contract. Suitable applicants should have previous experience providing 2nd line IT support within a professional services business, with strong foundation skills across the End-User Computer environment click apply for full job details
Nov 21, 2025
Seasonal
We have an immediate opening for a IT Field Service Analyst within our Southampton office for an initial 6 month fixed-term contract. Suitable applicants should have previous experience providing 2nd line IT support within a professional services business, with strong foundation skills across the End-User Computer environment click apply for full job details
Description You will be representing the IT Service Centre to provide 1st line phone support and 2nd line hardware support, as well as fulfilling service requests that are logged with the IT Service Centre. This is a phone-based role, alongside hardware fault diagnostics for laptops, desktops, mobile phones and other company IT hardware click apply for full job details
Nov 21, 2025
Full time
Description You will be representing the IT Service Centre to provide 1st line phone support and 2nd line hardware support, as well as fulfilling service requests that are logged with the IT Service Centre. This is a phone-based role, alongside hardware fault diagnostics for laptops, desktops, mobile phones and other company IT hardware click apply for full job details
Service Desk Support 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 Retail or Automotive background would be beneficial
Nov 11, 2025
Full time
Service Desk Support 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 Retail or Automotive background would be beneficial
Gemserv is an expert provider of professional services. We are purpose-driven, working across multiple sectors including energy, low carbon, the public sector and health to tackle today's social and environmental challenges. Established in 2002, the business provides a range of consultancy and outsourcing capabilities including programme management, market design and governance. We also have extensive and award-winning capabilities across cyber security, data privacy and digital transformation. We are a B Corp, IIP Gold accredited and a Financial Times Leading Management Consultancy for 2021 and 2022. Our purpose is to make things that matter work better for everyone. The nature of what we do means we are very much a people business. The contribution every member of the team makes to our diverse range of experience, skills and personalities is valued. We invest heavily in learning and development to enable our people to develop skills and gain experience which will enhance career prospects for life. Many who started their careers with us have rapidly progressed to more senior positions. At Gemserv no two days are the same, but we believe in a flexible approach to working which we know our employees value. We also offer an attractive package of benefits in addition to highly competitive salaries including bonus scheme, pension and healthcare, season ticket loans, discounted gym membership, Cycle to Work scheme and more. Job Description The Role The codes we support and operate in are at the heart of the regulation of the GB energy market, setting the standards for new and improved ways of working. Covering the complete breadth of the market, they have introduced a new model of cooperation and best practice for Code Management and delivery of a new digital, modern, and accessible, consumer-centric code. The Codes Change Management Team is responsible for the detailed analysis, solution design and requirement specification for all Change Proposals in the Retail Energy Code (REC), Smart Energy Code (SEC) and Independent Gas Transporters' (IGT) Unified Network Code (UNC) sectors. It is empowered and responsible for delivering changes to industry, proactively raising Change Proposals to address known issues and opportunities, and prioritising the change agenda to deliver an innovative, transparent and effective change process that focuses on consumer outcomes. The Change Analyst will be responsible for the day-to-day operation of the change process through to implementation, developing solutions to address complex and/or technical issues and realise opportunities in the energy market. This will involve engaging with stakeholders to capture views and impacts, producing change documentation and ensuring products remain accurate and up to date. Responsibilities Develop an in-depth understanding of the Energy Codes, their products and the end-to-end impacts of these on industry stakeholders and consumers. Provide advice and support to parties and stakeholders in understanding and engaging in the change process. Identify the impacts of Change Proposals to code products, parties and service providers, consumers and other industry codes. Analyse the root-causes of issues and develop effective, proportionate and enduring change solutions in collaboration with other Code Manager Service Providers. Produce comprehensive, accurate and realistic Change Proposal Plans setting out a timetable for each Change Proposal relative to its complexity, importance and time-sensitivity. Produce and review responses to impact assessments and consultations, identifying required amendments to solution options and legal drafting. Complete cost-benefit analysis and produce robust business cases to support the case for approving or rejecting Change Proposals. Produce high quality change documentation to internal quality standards. Develop and maintain strong, collaborative working relationships with other Code Managers and Code Manager Service Providers. Provide 2nd line support to the service desk to resolve change management queries and assist with front line queries during busy periods. Competitive salary plus excellent benefits package Qualifications Requirements The successful candidate will be able to demonstrate the following skills, knowledge, and experience: Required Experience Demonstrable experience in the GB energy market in a relevant role. Understanding of the regulatory framework for the GB energy market. Experience developing solutions to complex operational and technical issues impacting a variety of stakeholders. Required Skillset Adept and versatile with the ability to understand and process vast, complex information. Ability to identify and understand the impacts of policy development and regulatory change on a broad range of stakeholders. Analytical skills to identify the root-cause of issues and develop optimal solution options. Exceptional communication skills, both written and verbal, able to understand and articulate complex issues to all levels of seniority and to technical and non-technical audiences. A keen eye for detail and the highest standard of quality for themselves and others. Passionate about delivering an exceptional service and positive outcomes for the market and consumers, putting consumer outcomes at the heart of what you do. Be a team player, with strong interpersonal skills, working collaboratively towards a shared vision for the future. Upon employment, employees should also have a sound awareness of the Company's Information, Quality, Environmental, and Energy Management Systems. Additional Information WHAT WE OFFER 25 days annual leave, plus bank holidays Reward and recognition schemes Flexible working Private Bupa healthcare Life Assurance (up to 4 times annual salary) Matched pension contributions Season Ticket Loan Cycle to work scheme Buy and Sell annual leave Reimbursement of eye test and up to £50 towards glasses or contacts Corporate gym rates Employee Assistance Programme Summer and Christmas parties, along with monthly Gembar
Nov 11, 2025
Full time
Gemserv is an expert provider of professional services. We are purpose-driven, working across multiple sectors including energy, low carbon, the public sector and health to tackle today's social and environmental challenges. Established in 2002, the business provides a range of consultancy and outsourcing capabilities including programme management, market design and governance. We also have extensive and award-winning capabilities across cyber security, data privacy and digital transformation. We are a B Corp, IIP Gold accredited and a Financial Times Leading Management Consultancy for 2021 and 2022. Our purpose is to make things that matter work better for everyone. The nature of what we do means we are very much a people business. The contribution every member of the team makes to our diverse range of experience, skills and personalities is valued. We invest heavily in learning and development to enable our people to develop skills and gain experience which will enhance career prospects for life. Many who started their careers with us have rapidly progressed to more senior positions. At Gemserv no two days are the same, but we believe in a flexible approach to working which we know our employees value. We also offer an attractive package of benefits in addition to highly competitive salaries including bonus scheme, pension and healthcare, season ticket loans, discounted gym membership, Cycle to Work scheme and more. Job Description The Role The codes we support and operate in are at the heart of the regulation of the GB energy market, setting the standards for new and improved ways of working. Covering the complete breadth of the market, they have introduced a new model of cooperation and best practice for Code Management and delivery of a new digital, modern, and accessible, consumer-centric code. The Codes Change Management Team is responsible for the detailed analysis, solution design and requirement specification for all Change Proposals in the Retail Energy Code (REC), Smart Energy Code (SEC) and Independent Gas Transporters' (IGT) Unified Network Code (UNC) sectors. It is empowered and responsible for delivering changes to industry, proactively raising Change Proposals to address known issues and opportunities, and prioritising the change agenda to deliver an innovative, transparent and effective change process that focuses on consumer outcomes. The Change Analyst will be responsible for the day-to-day operation of the change process through to implementation, developing solutions to address complex and/or technical issues and realise opportunities in the energy market. This will involve engaging with stakeholders to capture views and impacts, producing change documentation and ensuring products remain accurate and up to date. Responsibilities Develop an in-depth understanding of the Energy Codes, their products and the end-to-end impacts of these on industry stakeholders and consumers. Provide advice and support to parties and stakeholders in understanding and engaging in the change process. Identify the impacts of Change Proposals to code products, parties and service providers, consumers and other industry codes. Analyse the root-causes of issues and develop effective, proportionate and enduring change solutions in collaboration with other Code Manager Service Providers. Produce comprehensive, accurate and realistic Change Proposal Plans setting out a timetable for each Change Proposal relative to its complexity, importance and time-sensitivity. Produce and review responses to impact assessments and consultations, identifying required amendments to solution options and legal drafting. Complete cost-benefit analysis and produce robust business cases to support the case for approving or rejecting Change Proposals. Produce high quality change documentation to internal quality standards. Develop and maintain strong, collaborative working relationships with other Code Managers and Code Manager Service Providers. Provide 2nd line support to the service desk to resolve change management queries and assist with front line queries during busy periods. Competitive salary plus excellent benefits package Qualifications Requirements The successful candidate will be able to demonstrate the following skills, knowledge, and experience: Required Experience Demonstrable experience in the GB energy market in a relevant role. Understanding of the regulatory framework for the GB energy market. Experience developing solutions to complex operational and technical issues impacting a variety of stakeholders. Required Skillset Adept and versatile with the ability to understand and process vast, complex information. Ability to identify and understand the impacts of policy development and regulatory change on a broad range of stakeholders. Analytical skills to identify the root-cause of issues and develop optimal solution options. Exceptional communication skills, both written and verbal, able to understand and articulate complex issues to all levels of seniority and to technical and non-technical audiences. A keen eye for detail and the highest standard of quality for themselves and others. Passionate about delivering an exceptional service and positive outcomes for the market and consumers, putting consumer outcomes at the heart of what you do. Be a team player, with strong interpersonal skills, working collaboratively towards a shared vision for the future. Upon employment, employees should also have a sound awareness of the Company's Information, Quality, Environmental, and Energy Management Systems. Additional Information WHAT WE OFFER 25 days annual leave, plus bank holidays Reward and recognition schemes Flexible working Private Bupa healthcare Life Assurance (up to 4 times annual salary) Matched pension contributions Season Ticket Loan Cycle to work scheme Buy and Sell annual leave Reimbursement of eye test and up to £50 towards glasses or contacts Corporate gym rates Employee Assistance Programme Summer and Christmas parties, along with monthly Gembar
IT Support Analyst Location: Edinburgh (Hybrid after onboarding) Salary: 32,000 - 38,000 + Benefits Working Pattern: Initial: 5 days per week on-site After onboarding: Hybrid (3 days office / 2 days home) Travel: Occasional travel to Dundee (approximately every 2 weeks) About the Role We're looking for an IT Support Analyst to join our Edinburgh team. This is a hands-on role where you'll provide technical support, maintain systems, and contribute to IT projects that keep our business running smoothly. If you're passionate about technology, enjoy problem-solving, and want to grow your career in a collaborative environment, this is the perfect opportunity. Key Responsibilities Deliver 1st and 2nd line support for desktops, laptops, mobile devices, and core business applications. Support Microsoft 365 , Active Directory , and other enterprise systems. Assist with user onboarding , device deployment, and system configuration. Maintain network connectivity , security, and backup solutions. Participate in IT projects, including system upgrades and security improvements . Provide clear communication and excellent customer service to staff at all levels. What We're Looking For Strong troubleshooting skills for Windows OS (Windows 10/11) . Proficiency in Microsoft 365 and Azure Active Directory . Knowledge of networking ( DNS, DHCP, IP routing ) and cyber security principles. Ability to support 200+ user environments onsite and remotely. Excellent communication and documentation skills. Nice to Have (but flexible to train the right person): Lab experience MSP background Backups experience Hyper-V O365 Cyber Essentials ISO27001 In return: Generous holiday entitlement and enhanced pension contributions. Health cash plan, cycle-to-work scheme, retail discounts, and free on-site parking. Access to wellbeing services, virtual GP, and emotional support. Career development opportunities, training, and mentoring. Should the above sound like you please send a copy of your latest CV or call for a confidential discussion. Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.
Nov 11, 2025
Full time
IT Support Analyst Location: Edinburgh (Hybrid after onboarding) Salary: 32,000 - 38,000 + Benefits Working Pattern: Initial: 5 days per week on-site After onboarding: Hybrid (3 days office / 2 days home) Travel: Occasional travel to Dundee (approximately every 2 weeks) About the Role We're looking for an IT Support Analyst to join our Edinburgh team. This is a hands-on role where you'll provide technical support, maintain systems, and contribute to IT projects that keep our business running smoothly. If you're passionate about technology, enjoy problem-solving, and want to grow your career in a collaborative environment, this is the perfect opportunity. Key Responsibilities Deliver 1st and 2nd line support for desktops, laptops, mobile devices, and core business applications. Support Microsoft 365 , Active Directory , and other enterprise systems. Assist with user onboarding , device deployment, and system configuration. Maintain network connectivity , security, and backup solutions. Participate in IT projects, including system upgrades and security improvements . Provide clear communication and excellent customer service to staff at all levels. What We're Looking For Strong troubleshooting skills for Windows OS (Windows 10/11) . Proficiency in Microsoft 365 and Azure Active Directory . Knowledge of networking ( DNS, DHCP, IP routing ) and cyber security principles. Ability to support 200+ user environments onsite and remotely. Excellent communication and documentation skills. Nice to Have (but flexible to train the right person): Lab experience MSP background Backups experience Hyper-V O365 Cyber Essentials ISO27001 In return: Generous holiday entitlement and enhanced pension contributions. Health cash plan, cycle-to-work scheme, retail discounts, and free on-site parking. Access to wellbeing services, virtual GP, and emotional support. Career development opportunities, training, and mentoring. Should the above sound like you please send a copy of your latest CV or call for a confidential discussion. Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.
Keen to work in an autonomous support role and make a real impact on the IT function? You'll join a multi-brand organisation seeking a proactive and solutions-focused IT Support Analyst. This role offers a rare opportunity to combine hands-on support with the chance to contribute to systems analysis, process improvement, and long-term progression into areas like systems administration, implementation or IT projects. You'll be part of a close-knit IT team that delivers exceptional service across a group of brands. With a high-performing helpdesk already in place, your focus will be on owning 1st and 2nd line support tickets, identifying repeat issues, investigating root causes, and driving improvements through collaboration with users, developers, and senior leaders. You'll also contribute to internal training initiatives, help streamline support processes, and take part in project work as the business continues to modernise its IT systems. Key experience: 2+ years experience in a 1st/2nd Line IT Support role Strong troubleshooting skills across hardware, software, printers, ERP, and user account issues Familiarity with Windows OS, Microsoft 365, and Active Directory Confident communicating with users at all levels Location: This role is based in Bradford, 5 days a week to begin with, reducing to hybrid after the first 3 months. Salary: Up to £40k depending on experience. If this sounds like the right opportunity for you, please apply - we have interview slots available! We are an equal opportunity recruitment company. This means we welcome applications from all suitably qualified people regardless of race, sex, disability, religion, sexual orientation or age. We are particularly invested in Neurodiversity inclusion and offer reasonable adjustments in the interview process. Reasonable adjustments are changes that we can make in the interview process if your disability puts you at a disadvantage compared with others who are not disabled. If you would benefit from a reasonable adjustment in your interview process, please call or email one of our recruiters.
Nov 10, 2025
Full time
Keen to work in an autonomous support role and make a real impact on the IT function? You'll join a multi-brand organisation seeking a proactive and solutions-focused IT Support Analyst. This role offers a rare opportunity to combine hands-on support with the chance to contribute to systems analysis, process improvement, and long-term progression into areas like systems administration, implementation or IT projects. You'll be part of a close-knit IT team that delivers exceptional service across a group of brands. With a high-performing helpdesk already in place, your focus will be on owning 1st and 2nd line support tickets, identifying repeat issues, investigating root causes, and driving improvements through collaboration with users, developers, and senior leaders. You'll also contribute to internal training initiatives, help streamline support processes, and take part in project work as the business continues to modernise its IT systems. Key experience: 2+ years experience in a 1st/2nd Line IT Support role Strong troubleshooting skills across hardware, software, printers, ERP, and user account issues Familiarity with Windows OS, Microsoft 365, and Active Directory Confident communicating with users at all levels Location: This role is based in Bradford, 5 days a week to begin with, reducing to hybrid after the first 3 months. Salary: Up to £40k depending on experience. If this sounds like the right opportunity for you, please apply - we have interview slots available! We are an equal opportunity recruitment company. This means we welcome applications from all suitably qualified people regardless of race, sex, disability, religion, sexual orientation or age. We are particularly invested in Neurodiversity inclusion and offer reasonable adjustments in the interview process. Reasonable adjustments are changes that we can make in the interview process if your disability puts you at a disadvantage compared with others who are not disabled. If you would benefit from a reasonable adjustment in your interview process, please call or email one of our recruiters.
Service Desk Analyst We are seeking a proactive and customer-focused Service Desk Analyst to join our IT team. You ll be the first point of contact for all IT-related queries, delivering technical support and troubleshooting across a range of systems with a strong emphasis on Windows OS and Active Directory. Key Responsibilities: Provide first-line technical support via phone, email, and ticketing system. Troubleshoot and resolve issues related to Windows 10/11, Microsoft Office, printers, and basic hardware. Manage user accounts and permissions using Active Directory. Escalate complex incidents to 2nd/3rd line teams where appropriate. Maintain accurate records of all support requests in the ticketing system. Assist in setting up new user accounts, desktops, and mobile devices. Follow ITIL best practices for incident, request, and problem management. Key Skills & Experience: Previous experience in a 1st Line/Service Desk or IT Support role. Strong working knowledge of Windows desktop environments. Hands-on experience with Active Directory (user management, group policies, password resets, etc.). Familiarity with Office 365 and remote support tools. Excellent communication and customer service skills. Ability to troubleshoot technical issues methodically and patiently. MUST HAVE a UK driving license and your own car
Nov 10, 2025
Full time
Service Desk Analyst We are seeking a proactive and customer-focused Service Desk Analyst to join our IT team. You ll be the first point of contact for all IT-related queries, delivering technical support and troubleshooting across a range of systems with a strong emphasis on Windows OS and Active Directory. Key Responsibilities: Provide first-line technical support via phone, email, and ticketing system. Troubleshoot and resolve issues related to Windows 10/11, Microsoft Office, printers, and basic hardware. Manage user accounts and permissions using Active Directory. Escalate complex incidents to 2nd/3rd line teams where appropriate. Maintain accurate records of all support requests in the ticketing system. Assist in setting up new user accounts, desktops, and mobile devices. Follow ITIL best practices for incident, request, and problem management. Key Skills & Experience: Previous experience in a 1st Line/Service Desk or IT Support role. Strong working knowledge of Windows desktop environments. Hands-on experience with Active Directory (user management, group policies, password resets, etc.). Familiarity with Office 365 and remote support tools. Excellent communication and customer service skills. Ability to troubleshoot technical issues methodically and patiently. MUST HAVE a UK driving license and your own car
2nd Line Support Location: Farnham (4 days onsite per week) Salary: 33k - 37k Role Profile Key Responsibilities Act as the primary escalation point for complex incidents and service requests from the 1st line team. Diagnose and resolve technical issues across Microsoft-based systems including: Windows 10/11, Windows Server Microsoft 365 suite (Exchange Online, SharePoint, Teams, OneDrive) Active Directory (user management, group policies, permissions) Azure AD and Intune (device and identity management) Support and maintain end-user devices (laptops, desktops, mobile devices, peripherals). Perform administration and troubleshooting of core infrastructure services (DNS, DHCP, file/print services, VPN). Collaborate with 3rd line engineers or vendors where required, ensuring timely resolution and clear escalation. Monitor and manage service desk queues, ensuring SLAs and KPIs are met. ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy.
Nov 07, 2025
Full time
2nd Line Support Location: Farnham (4 days onsite per week) Salary: 33k - 37k Role Profile Key Responsibilities Act as the primary escalation point for complex incidents and service requests from the 1st line team. Diagnose and resolve technical issues across Microsoft-based systems including: Windows 10/11, Windows Server Microsoft 365 suite (Exchange Online, SharePoint, Teams, OneDrive) Active Directory (user management, group policies, permissions) Azure AD and Intune (device and identity management) Support and maintain end-user devices (laptops, desktops, mobile devices, peripherals). Perform administration and troubleshooting of core infrastructure services (DNS, DHCP, file/print services, VPN). Collaborate with 3rd line engineers or vendors where required, ensuring timely resolution and clear escalation. Monitor and manage service desk queues, ensuring SLAs and KPIs are met. ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy.
Service Desk Analyst - VIP Support 30K to 32K London - 5 days onsite A top-tier financial institution is seeking an experienced Service Desk Analyst with a background in providing VIP Support. You'll join a small, dynamic, and growing team where every member shares a genuine passion and high energy for IT infrastructure and technology within a corporate environment. The main focus of this role is to provide expert-level IT support and ensure efficient service management within the Service Desk team. You will lead IT support efforts by acting as the main escalation point for complex hardware, software, and network issues. You'll ensure the team's Service Desk runs with maximum efficiency, consistently meeting key service goals. This senior role requires you to mentor junior staff, maintain our knowledge base, and drive continuous process improvement initiatives to reduce recurring problems. The successful candidate should have the following skills Prior experience of providing VIP level support Service desk experience 1st / 2nd line support experience Jira Service Desk ITSM Process Knowledge / Escalation management experience Central London 5 days a week onsite 30,000 to 32,000 If you are a junior to mid level IT Support Analyst with a background in VIP support then this might be the perfect opportunity for you. If interested please send your CV to (url removed) Randstad Technologies Ltd is a leading specialist recruitment business for the IT & Engineering industries. Please note that due to a high level of applications, we can only respond to applicants whose skills & qualifications are suitable for this position. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.
Nov 07, 2025
Full time
Service Desk Analyst - VIP Support 30K to 32K London - 5 days onsite A top-tier financial institution is seeking an experienced Service Desk Analyst with a background in providing VIP Support. You'll join a small, dynamic, and growing team where every member shares a genuine passion and high energy for IT infrastructure and technology within a corporate environment. The main focus of this role is to provide expert-level IT support and ensure efficient service management within the Service Desk team. You will lead IT support efforts by acting as the main escalation point for complex hardware, software, and network issues. You'll ensure the team's Service Desk runs with maximum efficiency, consistently meeting key service goals. This senior role requires you to mentor junior staff, maintain our knowledge base, and drive continuous process improvement initiatives to reduce recurring problems. The successful candidate should have the following skills Prior experience of providing VIP level support Service desk experience 1st / 2nd line support experience Jira Service Desk ITSM Process Knowledge / Escalation management experience Central London 5 days a week onsite 30,000 to 32,000 If you are a junior to mid level IT Support Analyst with a background in VIP support then this might be the perfect opportunity for you. If interested please send your CV to (url removed) Randstad Technologies Ltd is a leading specialist recruitment business for the IT & Engineering industries. Please note that due to a high level of applications, we can only respond to applicants whose skills & qualifications are suitable for this position. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.
IT Service Desk Analyst £30,000 to £35,000 - Salisbury or Witney Are you an experienced IT Support professional looking for your next step? My client, a well-established law firm, is seeking an IT Service Desk Analyst to join their growing internal IT team. This is a fantastic opportunity to work in a professional environment where technology plays a key role in supporting legal operations. Role: You ll be the first point of contact for all IT issues, providing first-line technical support to users across the business. You ll diagnose and resolve hardware, software, and networking issues, log and manage tickets through the service desk, and escalate more complex problems when needed all while delivering exceptional customer service. You ll also contribute to training, documentation, and collaboration with 2nd line teams to keep systems running smoothly. Experience Needed: Experience in an IT service desk or technical support role (ideally 3 4+ years) Strong knowledge of Windows OS, Microsoft 365, Entra, Intune, Active Directory & Teams Excellent communication and problem-solving skills Calm, customer-focused approach and willingness to learn Bonus: experience with SolarWinds, BigHand, Partner, Oyez, IRIS/Sage, or TeamViewer The client is looking to fill this opportunity immediately , so please apply ASAP or feel free to drop me an email with any questions to . com. SER-IN
Nov 06, 2025
Full time
IT Service Desk Analyst £30,000 to £35,000 - Salisbury or Witney Are you an experienced IT Support professional looking for your next step? My client, a well-established law firm, is seeking an IT Service Desk Analyst to join their growing internal IT team. This is a fantastic opportunity to work in a professional environment where technology plays a key role in supporting legal operations. Role: You ll be the first point of contact for all IT issues, providing first-line technical support to users across the business. You ll diagnose and resolve hardware, software, and networking issues, log and manage tickets through the service desk, and escalate more complex problems when needed all while delivering exceptional customer service. You ll also contribute to training, documentation, and collaboration with 2nd line teams to keep systems running smoothly. Experience Needed: Experience in an IT service desk or technical support role (ideally 3 4+ years) Strong knowledge of Windows OS, Microsoft 365, Entra, Intune, Active Directory & Teams Excellent communication and problem-solving skills Calm, customer-focused approach and willingness to learn Bonus: experience with SolarWinds, BigHand, Partner, Oyez, IRIS/Sage, or TeamViewer The client is looking to fill this opportunity immediately , so please apply ASAP or feel free to drop me an email with any questions to . com. SER-IN
Role: Service Desk Analyst Location: Birmingham Rate: (Apply online only) p/d Duration: 3 Months initial contract Hays Technology is looking for a service desk analyst to join an exciting client's team. You will be responsible for delivering high-quality technical support to staff across a diverse range of services and locations. This role will handle incoming support requests, resolve incidents, and contribute to continuous service improvement initiatives, including the development of a centralised knowledge base. What you will be doing: Act as the first point of contact for IT-related queries via phone, email, and ticketing system. Accurately log, categorise, and prioritise incidents and service requests. Troubleshoot and resolve issues related to hardware, software, user accounts, and connectivity. Escalate complex issues to 2nd/3rd line support or external vendors as appropriate. Ensure timely and clear communication with users throughout the ticket lifecycle. Support the Head of IT Operations in developing and maintaining a user-friendly IT knowledge base. Identify recurring issues and contribute to root cause analysis and problem management. Recommend and implement improvements to service desk processes and documentation. Review customer feedback and ticket data to identify trends and improvement opportunities. Maintain accurate asset and configuration records. Collaborate with other IT teams and third-party suppliers to ensure seamless service delivery. Support site visits and remote troubleshooting when required. What we are looking for: Essential: Proven experience in a service desk or IT support role with hands-on diagnosis and troubleshooting. Strong customer service orientation with excellent communication skills. Working knowledge of Windows 10/11, Office 365, Active Directory, and common desktop applications. Experience using IT service management tools Ability to manage multiple tasks and prioritise effectively in a fast-paced environment. Understanding of ITIL principles and service management best practices. Proactive and self-motivated with a continuous improvement mindset. Empathetic and patient when dealing with users of varying technical ability. Detail-oriented and methodical in approach to technical troubleshooting and documentation. Collaborative team player who contributes to a positive working culture. Desirable: ITIL Foundation certification. Experience with Microsoft Intune, Azure AD, and endpoint management. Data processing and reporting skills (Excel, PowerBI) Familiarity with knowledge base platforms and documentation standards. Experience supporting hybrid working environments and remote users. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)
Nov 05, 2025
Contractor
Role: Service Desk Analyst Location: Birmingham Rate: (Apply online only) p/d Duration: 3 Months initial contract Hays Technology is looking for a service desk analyst to join an exciting client's team. You will be responsible for delivering high-quality technical support to staff across a diverse range of services and locations. This role will handle incoming support requests, resolve incidents, and contribute to continuous service improvement initiatives, including the development of a centralised knowledge base. What you will be doing: Act as the first point of contact for IT-related queries via phone, email, and ticketing system. Accurately log, categorise, and prioritise incidents and service requests. Troubleshoot and resolve issues related to hardware, software, user accounts, and connectivity. Escalate complex issues to 2nd/3rd line support or external vendors as appropriate. Ensure timely and clear communication with users throughout the ticket lifecycle. Support the Head of IT Operations in developing and maintaining a user-friendly IT knowledge base. Identify recurring issues and contribute to root cause analysis and problem management. Recommend and implement improvements to service desk processes and documentation. Review customer feedback and ticket data to identify trends and improvement opportunities. Maintain accurate asset and configuration records. Collaborate with other IT teams and third-party suppliers to ensure seamless service delivery. Support site visits and remote troubleshooting when required. What we are looking for: Essential: Proven experience in a service desk or IT support role with hands-on diagnosis and troubleshooting. Strong customer service orientation with excellent communication skills. Working knowledge of Windows 10/11, Office 365, Active Directory, and common desktop applications. Experience using IT service management tools Ability to manage multiple tasks and prioritise effectively in a fast-paced environment. Understanding of ITIL principles and service management best practices. Proactive and self-motivated with a continuous improvement mindset. Empathetic and patient when dealing with users of varying technical ability. Detail-oriented and methodical in approach to technical troubleshooting and documentation. Collaborative team player who contributes to a positive working culture. Desirable: ITIL Foundation certification. Experience with Microsoft Intune, Azure AD, and endpoint management. Data processing and reporting skills (Excel, PowerBI) Familiarity with knowledge base platforms and documentation standards. Experience supporting hybrid working environments and remote users. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)
I'm working with a growing Managed Services Provider to hire a Senior Technical Analyst (3rd Line) to join their high-performing team in Edinburgh (hybrid 2 days in office) . This is a role that combines hands-on problem-solving with real influence over how services evolve. You'll be the final escalation point for complex infrastructure, networking, cloud, and application issues, supporting and mentoring the 1st and 2nd line teams while ensuring service quality stays top tier. You'll be working closely with the Service Desk Coordinator to spot recurring issues, drive proactive improvements, and contribute to change management and root cause analysis. This role goes beyond firefighting as you'll act as the bridge between Managed Services and Professional Services, ensuring smooth project handovers and consistent technical standards. You'll document your work in IT Glue, build out a solid knowledge base, and engage directly with clients when needed by providing expert guidance and confident communication during escalations. They're looking for someone with proven experience in a senior technical support or infrastructure role, ideally within an MSP. You'll have strong skills across Windows Server, networking, Microsoft 365, Azure, and virtualisation , along with a good understanding of ITIL practices . Certifications such as Microsoft, Cisco, CompTIA or ITIL would be an advantageous but are not essential. Experience with PowerShell automation would be a huge bonus! If you don't hold the afore mentioned certifications don't worry as you'll also get paid study time and funded certifications in this role. In return, you'll join a forward-thinking MSP that truly values expertise and development. The role offers a salary of up to 40,000 , hybrid working (two days in the Edinburgh office ), 22 days' holiday plus 8 public holidays , rising with service to a maximum of 35 days, a 7% employer pension contribution , Private Medical Insurance and many more great benefits. If you're ready to step into a role where your knowledge, initiative, and leadership make a real impact this could be your perfect next move. Please apply or contact Matthew MacAlpine at Cathcart Technology.
Nov 04, 2025
Full time
I'm working with a growing Managed Services Provider to hire a Senior Technical Analyst (3rd Line) to join their high-performing team in Edinburgh (hybrid 2 days in office) . This is a role that combines hands-on problem-solving with real influence over how services evolve. You'll be the final escalation point for complex infrastructure, networking, cloud, and application issues, supporting and mentoring the 1st and 2nd line teams while ensuring service quality stays top tier. You'll be working closely with the Service Desk Coordinator to spot recurring issues, drive proactive improvements, and contribute to change management and root cause analysis. This role goes beyond firefighting as you'll act as the bridge between Managed Services and Professional Services, ensuring smooth project handovers and consistent technical standards. You'll document your work in IT Glue, build out a solid knowledge base, and engage directly with clients when needed by providing expert guidance and confident communication during escalations. They're looking for someone with proven experience in a senior technical support or infrastructure role, ideally within an MSP. You'll have strong skills across Windows Server, networking, Microsoft 365, Azure, and virtualisation , along with a good understanding of ITIL practices . Certifications such as Microsoft, Cisco, CompTIA or ITIL would be an advantageous but are not essential. Experience with PowerShell automation would be a huge bonus! If you don't hold the afore mentioned certifications don't worry as you'll also get paid study time and funded certifications in this role. In return, you'll join a forward-thinking MSP that truly values expertise and development. The role offers a salary of up to 40,000 , hybrid working (two days in the Edinburgh office ), 22 days' holiday plus 8 public holidays , rising with service to a maximum of 35 days, a 7% employer pension contribution , Private Medical Insurance and many more great benefits. If you're ready to step into a role where your knowledge, initiative, and leadership make a real impact this could be your perfect next move. Please apply or contact Matthew MacAlpine at Cathcart Technology.
Service Desk Analyst / 1st Line / 2nd Line / Contract / Onsite / Liverpool / Inside IR35 Are you a tech-savvy problem solver who thrives on tackling complex IT challenges? We're looking for a Service Desk Analyst to join a growing support team - someone who can deliver exceptional service, resolve incidents efficiently and help drive continuous improvement across an IT environment. What You'll Be Doing: Provide 1st & 2nd line IT support - over the phone, face-to-face and remotely Log, diagnose and resolve incidents quickly using our Service Desk system Escalate complex problems to the right teams while keeping users in the loop Troubleshoot hardware, software and network issues across multiple sites Identify ways to make IT support smoother and more efficient What We're Looking For: Demonstrated experience in a service desk or desktop support environment Solid knowledge of Windows 11, Android, iOS, Microsoft Office, networking, and PC hardware Experience using Service Desk systems in a fast-paced environment Strong communication skills and a customer-first attitude If you're ready to make an impact then please get in touch with a recent CV. Service Desk Analyst / 1st Line / 2nd Line / Contract / Onsite / Liverpool / Inside IR35 Service Desk Analyst / 1st Line / 2nd Line / Contract / Onsite / Liverpool / Inside IR35 Service Desk Analyst / 1st Line / 2nd Line / Contract / Onsite / Liverpool / Inside IR35
Nov 04, 2025
Contractor
Service Desk Analyst / 1st Line / 2nd Line / Contract / Onsite / Liverpool / Inside IR35 Are you a tech-savvy problem solver who thrives on tackling complex IT challenges? We're looking for a Service Desk Analyst to join a growing support team - someone who can deliver exceptional service, resolve incidents efficiently and help drive continuous improvement across an IT environment. What You'll Be Doing: Provide 1st & 2nd line IT support - over the phone, face-to-face and remotely Log, diagnose and resolve incidents quickly using our Service Desk system Escalate complex problems to the right teams while keeping users in the loop Troubleshoot hardware, software and network issues across multiple sites Identify ways to make IT support smoother and more efficient What We're Looking For: Demonstrated experience in a service desk or desktop support environment Solid knowledge of Windows 11, Android, iOS, Microsoft Office, networking, and PC hardware Experience using Service Desk systems in a fast-paced environment Strong communication skills and a customer-first attitude If you're ready to make an impact then please get in touch with a recent CV. Service Desk Analyst / 1st Line / 2nd Line / Contract / Onsite / Liverpool / Inside IR35 Service Desk Analyst / 1st Line / 2nd Line / Contract / Onsite / Liverpool / Inside IR35 Service Desk Analyst / 1st Line / 2nd Line / Contract / Onsite / Liverpool / Inside IR35
Job title : L2 Service Desk Analyst Salary: £32,000 p/a Location: Nottingham (Night shifts are fully remote) Schedule: 4 days on, 4 days off (4 x 12-hour day shifts in the office, and 4 x 12-hour night shifts) Benefits: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group Life Insurance, Income Protection, Gym Discounts, Free Fuel Fridays, Employee of the Quarter, Employee Referral program and many more. We re looking for a skilled and customer-focused L2 Service Desk Analyst to join the service desk team in Nottingham. You ll play a vital role in providing 2nd line support, proactively resolving escalated incidents and service requests, and ensuring customers receive an excellent level of service in line with SLAs. This is a varied role that covers End User Support, Infrastructure, Networking, Cloud Services, and proactive monitoring. While you don t need to be an expert in every area, you should be eager to learn, adaptable, and passionate about delivering first-class technical support. Established in the 80 s, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we re an independent UK company with full geographic coverage and our skilled workforce serves a diverse customer base across the public and private sector. We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult, define, adapt and deliver on real-life outcomes. We collaborate closely to bring that positive impact home. What You ll Do: L2 Service Desk Analyst Investigate and resolve incidents and service requests in line with ITSM processes. Respond to alerts from monitoring tools (e.g., Logic Monitor) and address underlying issues. Implement technical changes, preparing and presenting to CAB when required. Support patch management, event management, and proactive monitoring activities. Ensure timely ticket updates and resolution within agreed SLAs. Contribute to the knowledge base and continuous improvement initiatives. Adhere to ISO policies, security standards, and service management processes. What We re Looking For: L2 Service Desk Analyst Essential: L2 Service Desk Analyst 2+ years of Technical Support experience. Strong knowledge of Microsoft client and server architecture. Hands on experience with server support Exposure to network infrastructure Familiarity with infrastructure technologies such as visualisation (VMware) Skilled in Active Directory (users, groups, GPOs). Good knowledge of Office 365 and Azure AD. Logical thinker with strong problem-solving skills. Excellent communication and customer service skills. Desirable: ITIL Foundation (V3 or experience in ITSM structures). Microsoft Azure Fundamentals or equivalent certification. MCP, CCNA, or other relevant technical certifications. Experience with Apple, Citrix, or printer management. We re proud to be recognised as a Disability Confident Level 3 Employer the highest level in the UK Government s scheme. This reflects our ongoing commitment to fostering an inclusive, supportive culture where everyone has the opportunity to thrive. Through our inclusive recruitment practices, we ensure that individuals with disabilities are given fair and equal access to opportunities within our organisation. As part of this commitment, we participate in the Guaranteed Interview Scheme, which offers an interview to any candidate with a disability who meets the essential criteria for the role. We are registered Disability Confident Employer (Level 3) and as such, we will ensure that individuals who have a disability are provided reasonable accommodation, to enable full participation in the job application and interview process. If you have any such requirements, please do not hesitate to contact us on our email which is (url removed), we will be happy to action your requests.
Nov 03, 2025
Full time
Job title : L2 Service Desk Analyst Salary: £32,000 p/a Location: Nottingham (Night shifts are fully remote) Schedule: 4 days on, 4 days off (4 x 12-hour day shifts in the office, and 4 x 12-hour night shifts) Benefits: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group Life Insurance, Income Protection, Gym Discounts, Free Fuel Fridays, Employee of the Quarter, Employee Referral program and many more. We re looking for a skilled and customer-focused L2 Service Desk Analyst to join the service desk team in Nottingham. You ll play a vital role in providing 2nd line support, proactively resolving escalated incidents and service requests, and ensuring customers receive an excellent level of service in line with SLAs. This is a varied role that covers End User Support, Infrastructure, Networking, Cloud Services, and proactive monitoring. While you don t need to be an expert in every area, you should be eager to learn, adaptable, and passionate about delivering first-class technical support. Established in the 80 s, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we re an independent UK company with full geographic coverage and our skilled workforce serves a diverse customer base across the public and private sector. We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult, define, adapt and deliver on real-life outcomes. We collaborate closely to bring that positive impact home. What You ll Do: L2 Service Desk Analyst Investigate and resolve incidents and service requests in line with ITSM processes. Respond to alerts from monitoring tools (e.g., Logic Monitor) and address underlying issues. Implement technical changes, preparing and presenting to CAB when required. Support patch management, event management, and proactive monitoring activities. Ensure timely ticket updates and resolution within agreed SLAs. Contribute to the knowledge base and continuous improvement initiatives. Adhere to ISO policies, security standards, and service management processes. What We re Looking For: L2 Service Desk Analyst Essential: L2 Service Desk Analyst 2+ years of Technical Support experience. Strong knowledge of Microsoft client and server architecture. Hands on experience with server support Exposure to network infrastructure Familiarity with infrastructure technologies such as visualisation (VMware) Skilled in Active Directory (users, groups, GPOs). Good knowledge of Office 365 and Azure AD. Logical thinker with strong problem-solving skills. Excellent communication and customer service skills. Desirable: ITIL Foundation (V3 or experience in ITSM structures). Microsoft Azure Fundamentals or equivalent certification. MCP, CCNA, or other relevant technical certifications. Experience with Apple, Citrix, or printer management. We re proud to be recognised as a Disability Confident Level 3 Employer the highest level in the UK Government s scheme. This reflects our ongoing commitment to fostering an inclusive, supportive culture where everyone has the opportunity to thrive. Through our inclusive recruitment practices, we ensure that individuals with disabilities are given fair and equal access to opportunities within our organisation. As part of this commitment, we participate in the Guaranteed Interview Scheme, which offers an interview to any candidate with a disability who meets the essential criteria for the role. We are registered Disability Confident Employer (Level 3) and as such, we will ensure that individuals who have a disability are provided reasonable accommodation, to enable full participation in the job application and interview process. If you have any such requirements, please do not hesitate to contact us on our email which is (url removed), we will be happy to action your requests.
Service Desk Technician - Cheltenham (need to drive) - Up to 30,000 I am seeking a Service Desk Technician to be based on-site in the Cheltenham, supporting a couple of sites in the area. As the succesful Service Desk Technician, you will be part of an established IT team, supporting internal users, either face to face, through the phone or email. Benefits of Service Desk Analyst Include: 25 days holiday On-site parking Discretionary bonus scheme 25 days annual leave + bank holiday, with the option to purchase further days. Discount Scheme Clear progression structure Social Events Life assurance - 4x annual salary. Overtime Health benefits Responsibilities of Service Desk Analyst: 1st/2nd line support tickets Onboarding & Offboarding users Hardware setups & repair Incident & request management Documentation New starter inductions Essential: 2 years experience on a service desk M365 Suite Active Directory Hardware troubleshooting and repair LAN/WAN DNS, DHCP Apply now before missing out on this exciting opportunity! If you are interested in this position please click 'apply'. Hunter Selection Limited is a recruitment consultancy with offices UK wide, specialising in permanent & contract roles within Engineering & Manufacturing, IT & Digital, Science & Technology and Service & Sales sectors. Please note as we receive a high level of applications we can only respond to applicants whose skills & qualifications are suitable for this position. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.
Nov 02, 2025
Full time
Service Desk Technician - Cheltenham (need to drive) - Up to 30,000 I am seeking a Service Desk Technician to be based on-site in the Cheltenham, supporting a couple of sites in the area. As the succesful Service Desk Technician, you will be part of an established IT team, supporting internal users, either face to face, through the phone or email. Benefits of Service Desk Analyst Include: 25 days holiday On-site parking Discretionary bonus scheme 25 days annual leave + bank holiday, with the option to purchase further days. Discount Scheme Clear progression structure Social Events Life assurance - 4x annual salary. Overtime Health benefits Responsibilities of Service Desk Analyst: 1st/2nd line support tickets Onboarding & Offboarding users Hardware setups & repair Incident & request management Documentation New starter inductions Essential: 2 years experience on a service desk M365 Suite Active Directory Hardware troubleshooting and repair LAN/WAN DNS, DHCP Apply now before missing out on this exciting opportunity! If you are interested in this position please click 'apply'. Hunter Selection Limited is a recruitment consultancy with offices UK wide, specialising in permanent & contract roles within Engineering & Manufacturing, IT & Digital, Science & Technology and Service & Sales sectors. Please note as we receive a high level of applications we can only respond to applicants whose skills & qualifications are suitable for this position. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.
Job Title : Application Support Analyst - 1st Line Support Location : Shipley, West Yorkshire Salary : 24,000 - 26,000 per annum Job type : Full time - Permanent Job overview: We are seeking a proactive and customer-focused Application Support Analyst to join our 1st Line Support team. You'll be the first point of contact for our clients, resolving incidents, answering queries, and ensuring a high-quality support experience. This role offers excellent training, exposure to a wide range of technologies, and opportunities to progress into 2nd line support. Responsibilities: Act as the first line of service for customers, logging and managing tickets from phone calls, emails, and live chat. Resolve 1st line incidents and queries, ensuring timely, accurate, and professional responses. Serve as a liaison between clients and internal development teams for escalated product issues, enhancements, and bug fixes. Log, track, and follow up on incidents through to completion. Collaborate with the Account Management Team and other departments to improve processes and client communication. Test software prior to end-user deployment. Create and maintain knowledge base and training materials. About you: Efficient - Deliver high-quality work with minimal wasted effort. Proactive - Take initiative, solve problems independently, and bring new ideas. Adaptable - Manage interruptions, changing priorities, and multiple tasks professionally. Organised - Plan, schedule, and focus on priorities. Analytical - Draw clear insights from data and information. Persistent - Stay committed until resolution is achieved. Team-Oriented - Collaborate effectively with colleagues. Professional - Represent the business knowledgeably at all times. Essential Requirements: Understanding of basic IT support concepts, gained through prior work experience, formal training, or completion of a relevant IT course. Excellent written and verbal communication skills. Strong customer service mindset and the ability to explain technical concepts clearly. Desirable Skills: 2+ years of experience in customer or technical support within a complex environment. Previous 1st line support and remote troubleshooting experience. MS SQL Server (T-SQL) skills, including: Writing and executing SELECT statements Making database alterations Profiling to identify and resolve issues Manipulating client data using T-SQL Additional Opportunities: Progression pathways into 2nd line support. Support and administer hosted production environments. Perform software installations of Watermark software. Gain experience with data imports and conversions. Assist with internal server maintenance and upkeep. Benefits: Work with a strong global brand in a growing company. Competitive salary. Full training and ongoing professional development. Clear career progression opportunities. Regular staff social events. If you feel you could be an asset to our team then please click the APPLY button to send your CV and cover letter. Candidates with experience of: Helpdesk Engineer, Service Desk Technician, Infrastructure Engineer, 2nd Line Support Engineer, ICT Systems Engineer, IT Technician, IT Service Desk Technician, 3rd Line Support, 2nd Line Support Technician, Technical Support, IT Support, IT Systems Engineer, IT Systems Technician, ICT Technician, IT Systems Support may also be considered for this role.
Nov 02, 2025
Full time
Job Title : Application Support Analyst - 1st Line Support Location : Shipley, West Yorkshire Salary : 24,000 - 26,000 per annum Job type : Full time - Permanent Job overview: We are seeking a proactive and customer-focused Application Support Analyst to join our 1st Line Support team. You'll be the first point of contact for our clients, resolving incidents, answering queries, and ensuring a high-quality support experience. This role offers excellent training, exposure to a wide range of technologies, and opportunities to progress into 2nd line support. Responsibilities: Act as the first line of service for customers, logging and managing tickets from phone calls, emails, and live chat. Resolve 1st line incidents and queries, ensuring timely, accurate, and professional responses. Serve as a liaison between clients and internal development teams for escalated product issues, enhancements, and bug fixes. Log, track, and follow up on incidents through to completion. Collaborate with the Account Management Team and other departments to improve processes and client communication. Test software prior to end-user deployment. Create and maintain knowledge base and training materials. About you: Efficient - Deliver high-quality work with minimal wasted effort. Proactive - Take initiative, solve problems independently, and bring new ideas. Adaptable - Manage interruptions, changing priorities, and multiple tasks professionally. Organised - Plan, schedule, and focus on priorities. Analytical - Draw clear insights from data and information. Persistent - Stay committed until resolution is achieved. Team-Oriented - Collaborate effectively with colleagues. Professional - Represent the business knowledgeably at all times. Essential Requirements: Understanding of basic IT support concepts, gained through prior work experience, formal training, or completion of a relevant IT course. Excellent written and verbal communication skills. Strong customer service mindset and the ability to explain technical concepts clearly. Desirable Skills: 2+ years of experience in customer or technical support within a complex environment. Previous 1st line support and remote troubleshooting experience. MS SQL Server (T-SQL) skills, including: Writing and executing SELECT statements Making database alterations Profiling to identify and resolve issues Manipulating client data using T-SQL Additional Opportunities: Progression pathways into 2nd line support. Support and administer hosted production environments. Perform software installations of Watermark software. Gain experience with data imports and conversions. Assist with internal server maintenance and upkeep. Benefits: Work with a strong global brand in a growing company. Competitive salary. Full training and ongoing professional development. Clear career progression opportunities. Regular staff social events. If you feel you could be an asset to our team then please click the APPLY button to send your CV and cover letter. Candidates with experience of: Helpdesk Engineer, Service Desk Technician, Infrastructure Engineer, 2nd Line Support Engineer, ICT Systems Engineer, IT Technician, IT Service Desk Technician, 3rd Line Support, 2nd Line Support Technician, Technical Support, IT Support, IT Systems Engineer, IT Systems Technician, ICT Technician, IT Systems Support may also be considered for this role.
The ICT department provides comprehensive services to all members of the firm. The ICT Helpdesk team offers 1st to 3rd line support to over 600 computer users, predominantly senior fee-earners working under tight business deadlines, each with varying levels of IT system knowledge. The Helpdesk is staffed according to a shift rota from Monday to Friday, handling approximately 100+ calls and emails daily, with a resolution rate of 75% on first contact. The team maintains a positive attitude and strong work ethic, contributing to the firm's continued success and meeting the high expectations of fee-earners. Job Description This position provides 1st and 2nd line technical support to internal staff across the business and involves maintaining a comprehensive audit of technological equipment. The role is ideal for someone keen to develop a career in ICT support, showcasing excellent customer service skills and an aptitude for learning various applications and systems. Administrative support duties are also included, covering helpdesk operations for all nine office locations and remote/home users. Main Responsibilities Monitoring and responding to help requests courteously via phone and email. Documenting user information and problem nature in the helpdesk system. Prioritising issues, escalating when necessary to a higher-level technician. Tracking problem-solving processes and documenting resolutions. Handling hands-on fixes, software and hardware installations, and configurations. Troubleshooting IT problems ranging from software issues to hardware troubleshooting. Setting up hardware using Microsoft Intune. Troubleshooting basic network connectivity, including ADSL broadband issues. Performing preventative maintenance on workstations and peripherals. Testing fixes to confirm resolution, and performing post-resolution follow-ups. Analysing resolution trends to prevent future issues and developing help sheets and FAQs for users. About You Experience in IT Support environments. Enthusiasm for developing a career in IT. Reliable and punctual. Strong communication skills and telephone manner. Excellent organisational skills. Knowledge of Microsoft operating systems. Commitment to excellent customer service. Quick learner with the ability to retain information. Capable of presenting ideas in user-friendly language. Experience working in team-oriented, collaborative environments. Job Info Job Identification 245831 Posting Date 09/01/2025, 09:15 AM Locations One Fitzroy, London, W1T 3JJ, GB
Oct 31, 2025
Full time
The ICT department provides comprehensive services to all members of the firm. The ICT Helpdesk team offers 1st to 3rd line support to over 600 computer users, predominantly senior fee-earners working under tight business deadlines, each with varying levels of IT system knowledge. The Helpdesk is staffed according to a shift rota from Monday to Friday, handling approximately 100+ calls and emails daily, with a resolution rate of 75% on first contact. The team maintains a positive attitude and strong work ethic, contributing to the firm's continued success and meeting the high expectations of fee-earners. Job Description This position provides 1st and 2nd line technical support to internal staff across the business and involves maintaining a comprehensive audit of technological equipment. The role is ideal for someone keen to develop a career in ICT support, showcasing excellent customer service skills and an aptitude for learning various applications and systems. Administrative support duties are also included, covering helpdesk operations for all nine office locations and remote/home users. Main Responsibilities Monitoring and responding to help requests courteously via phone and email. Documenting user information and problem nature in the helpdesk system. Prioritising issues, escalating when necessary to a higher-level technician. Tracking problem-solving processes and documenting resolutions. Handling hands-on fixes, software and hardware installations, and configurations. Troubleshooting IT problems ranging from software issues to hardware troubleshooting. Setting up hardware using Microsoft Intune. Troubleshooting basic network connectivity, including ADSL broadband issues. Performing preventative maintenance on workstations and peripherals. Testing fixes to confirm resolution, and performing post-resolution follow-ups. Analysing resolution trends to prevent future issues and developing help sheets and FAQs for users. About You Experience in IT Support environments. Enthusiasm for developing a career in IT. Reliable and punctual. Strong communication skills and telephone manner. Excellent organisational skills. Knowledge of Microsoft operating systems. Commitment to excellent customer service. Quick learner with the ability to retain information. Capable of presenting ideas in user-friendly language. Experience working in team-oriented, collaborative environments. Job Info Job Identification 245831 Posting Date 09/01/2025, 09:15 AM Locations One Fitzroy, London, W1T 3JJ, GB
Telana are experts in applied innovation, focused on delivering business outcomes through AI, data, software development, and cloud engineering expertise. Formed by the combination of Ancoris and Sundown Solutions, we are a top-tier partner for both Microsoft and Google Cloud. As an accredited Azure Expert MSP provider, we partner with some of the world's leading brands and government organisations, helping them modernise, drive efficiency, and grow. Our Managed Services team is the cornerstone of our client relationships, ensuring their foundational cloud platforms are performant, optimised, and secure. What will your role be? As a Cloud Engineer, you will be a vital part of our Managed Services team, responsible for providing hands-on technical support to our diverse range of clients. Acting as the primary escalation point from our service desk, you will manage a varied queue of technical incidents and service requests related to Microsoft 365 and Microsoft Azure. This is a role for a technical problem-solver who excels at administration and troubleshooting in a fast-paced MSP environment. You will be responsible for keeping our clients' core services running smoothly, performing essential administrative tasks, and contributing to the success of larger pieces of work by supporting our Senior Engineers. What will you be doing? Provide effective 2nd line technical support for issues escalated from the service desk, covering both Microsoft 365 and Azure platforms. Manage the full lifecycle of support tickets, ensuring issues are diagnosed, resolved, and documented within agreed SLAs. Perform day-to-day administration of client M365 environments, including user and license management, mailbox permissions, and security group administration. Administer and provide support for Exchange Online, SharePoint Online, OneDrive, and Microsoft Teams. Conduct foundational administrative tasks in Microsoft Azure, such as managing Virtual Machines, checking backup status, and updating Network Security Group (NSG) rules. Maintain clear and concise documentation for all work performed within our ticketing system and contribute to our internal knowledge base. This may be you: We are looking for a motivated and customer-focused individual with a passion for learning and advancing their skills in cloud technologies. Proven experience in an IT support role within a Managed Services Provider (MSP) environment (e.g., 2nd Line Support Engineer, Technical Support Analyst). Strong, hands-on experience administering Microsoft 365 environments, with skills in: Microsoft Entra ID: Administering users, groups, and devices, and troubleshooting multi-factor authentication (MFA) issues. Exchange Online: Managing mailboxes, distribution lists, transport rules, and troubleshooting common mail flow issues. SharePoint Online & OneDrive: Managing site permissions and troubleshooting file sync client issues. Microsoft Intune: Experience with device enrolment, checking compliance policies, and troubleshooting application deployments. Foundational experience managing Microsoft Azure IaaS, including Virtual Machines, Storage Accounts, and Azure Backup. A solid understanding of core networking services (DNS, DHCP), Windows Server Active Directory, and Entra Connect. Experience using a professional ticketing system (e.g., ConnectWise, Autotask, ServiceNow). Excellent problem-solving and communication skills, with an ability to effectively manage client expectations. You must hold or be willing and able to obtain security clearance to SC level. You do not need to already hold SC to apply. Certifications: Microsoft 365 Certified: Administrator Expert (MS-102) is highly desirable. Holding or actively working towards Microsoft Certified: Azure Administrator Associate (AZ-104). Experience with Microsoft Intune for modern endpoint management (Windows, iOS, Android) and application deployment. Knowledge of Infrastructure as Code (IaC) tools like Terraform, or Bicep. Previous experience in a customer-facing role. Not sure you meet 100% of our qualifications? Have an untraditional background? Our team is already a mix of self-taught and formally educated people. Don't self-select out! What we offer you You will be a part of a skilled, inspiring, and supportive team, and work in an environment that encourages long term personal growth. Flexible, and trust-based work environment with a healthy work life balance. Our people come first. That's why you'll have access to private medical insurance, employee assistance programmes, group life assurance, income protection and access to a market leading benefits platform. Learning & development. We will support you in your growth journey and cover the costs of your role-based certifications. We have first hand experience that diversity encourages creativity and innovation and makes us better placed to understand a wider range of customers' needs. This means that whatever your background, you won't find a more welcoming place to work. We have family friendly policies and encourage a work-life balance, including flexible working options in roles which permit it. Not currently accepting applications? We are always happy to hear from motivated individuals who want to join Telana in the future.
Oct 31, 2025
Full time
Telana are experts in applied innovation, focused on delivering business outcomes through AI, data, software development, and cloud engineering expertise. Formed by the combination of Ancoris and Sundown Solutions, we are a top-tier partner for both Microsoft and Google Cloud. As an accredited Azure Expert MSP provider, we partner with some of the world's leading brands and government organisations, helping them modernise, drive efficiency, and grow. Our Managed Services team is the cornerstone of our client relationships, ensuring their foundational cloud platforms are performant, optimised, and secure. What will your role be? As a Cloud Engineer, you will be a vital part of our Managed Services team, responsible for providing hands-on technical support to our diverse range of clients. Acting as the primary escalation point from our service desk, you will manage a varied queue of technical incidents and service requests related to Microsoft 365 and Microsoft Azure. This is a role for a technical problem-solver who excels at administration and troubleshooting in a fast-paced MSP environment. You will be responsible for keeping our clients' core services running smoothly, performing essential administrative tasks, and contributing to the success of larger pieces of work by supporting our Senior Engineers. What will you be doing? Provide effective 2nd line technical support for issues escalated from the service desk, covering both Microsoft 365 and Azure platforms. Manage the full lifecycle of support tickets, ensuring issues are diagnosed, resolved, and documented within agreed SLAs. Perform day-to-day administration of client M365 environments, including user and license management, mailbox permissions, and security group administration. Administer and provide support for Exchange Online, SharePoint Online, OneDrive, and Microsoft Teams. Conduct foundational administrative tasks in Microsoft Azure, such as managing Virtual Machines, checking backup status, and updating Network Security Group (NSG) rules. Maintain clear and concise documentation for all work performed within our ticketing system and contribute to our internal knowledge base. This may be you: We are looking for a motivated and customer-focused individual with a passion for learning and advancing their skills in cloud technologies. Proven experience in an IT support role within a Managed Services Provider (MSP) environment (e.g., 2nd Line Support Engineer, Technical Support Analyst). Strong, hands-on experience administering Microsoft 365 environments, with skills in: Microsoft Entra ID: Administering users, groups, and devices, and troubleshooting multi-factor authentication (MFA) issues. Exchange Online: Managing mailboxes, distribution lists, transport rules, and troubleshooting common mail flow issues. SharePoint Online & OneDrive: Managing site permissions and troubleshooting file sync client issues. Microsoft Intune: Experience with device enrolment, checking compliance policies, and troubleshooting application deployments. Foundational experience managing Microsoft Azure IaaS, including Virtual Machines, Storage Accounts, and Azure Backup. A solid understanding of core networking services (DNS, DHCP), Windows Server Active Directory, and Entra Connect. Experience using a professional ticketing system (e.g., ConnectWise, Autotask, ServiceNow). Excellent problem-solving and communication skills, with an ability to effectively manage client expectations. You must hold or be willing and able to obtain security clearance to SC level. You do not need to already hold SC to apply. Certifications: Microsoft 365 Certified: Administrator Expert (MS-102) is highly desirable. Holding or actively working towards Microsoft Certified: Azure Administrator Associate (AZ-104). Experience with Microsoft Intune for modern endpoint management (Windows, iOS, Android) and application deployment. Knowledge of Infrastructure as Code (IaC) tools like Terraform, or Bicep. Previous experience in a customer-facing role. Not sure you meet 100% of our qualifications? Have an untraditional background? Our team is already a mix of self-taught and formally educated people. Don't self-select out! What we offer you You will be a part of a skilled, inspiring, and supportive team, and work in an environment that encourages long term personal growth. Flexible, and trust-based work environment with a healthy work life balance. Our people come first. That's why you'll have access to private medical insurance, employee assistance programmes, group life assurance, income protection and access to a market leading benefits platform. Learning & development. We will support you in your growth journey and cover the costs of your role-based certifications. We have first hand experience that diversity encourages creativity and innovation and makes us better placed to understand a wider range of customers' needs. This means that whatever your background, you won't find a more welcoming place to work. We have family friendly policies and encourage a work-life balance, including flexible working options in roles which permit it. Not currently accepting applications? We are always happy to hear from motivated individuals who want to join Telana in the future.
Technical Services Analyst - Infrastructure (Weymouth Office) Weymouth, UK Job Description Posted Monday 29 September 2025 at 01:00 We're the feel-good fashion brand making style accessible and fun for over 55 years, on our website, mobile app and over 300 stores in the UK. By living our values - we play to win, customer obsessed, we are one and it starts with me - we deliver That New Look Feeling for our customers and each other. THE ROLE As an IT Infrastructure Analyst, you'll support the backbone of New Look's technology estate. From store systems, distribution centres to cloud platforms & corporate services, you'll help ensure our infrastructure is secure, resilient & ready to scale. You will support & help guide end-users & the IT support teams across Service. Resolving IT infrastructure-related incidents, service requests & problems in a timely & efficient manner in line with Business requirements & liaising with 3rd Parties where appropriate. WHAT YOU DO WHAT YOU'LL BE DOING You will be supporting the day- to- day management of the M365 cloud platform & all elements of this, other than security elements. You will be providing support for Infrastructure Operational services including but not limited to Active Directory, Entra AD, DNS, Remote Access (AOVPN and RSA), Citrix, AD Manager Plus, Enterprise SQL Servers, MoveIT Automation & FTP, Backup, Monitoring. Provide 2nd/3rd line support for servers, networks & core services (AD, DNS, DHCP). Support retail & distribution systems including POS, store connectivity & associated handheld devices. Support the New Look EUC device estate (MECM & Intune), ensuring that devices can be provisioned as required, are updated according to policies & that software can be installed when needed. Assist with infrastructure upgrades, patching & lifecycle management. Collaborate with cybersecurity & service desk teams to ensure secure & compliant operations. Maintain accurate documentation & contribute to knowledge sharing across the team. Participate in on-call rota and respond to critical incidents when required. Contribute to automation & efficiency improvements using tools such as PowerShell & Intune. Contribute & help maintain IT infrastructure support technical documentation. WHO YOU ARE WHO YOU ARE Experience as an End User Compute or 2nd Line Engineer ITIL Foundation Certificate Knowledge of core technologies including Cloud (Azure/EntraID), Microsoft Server/Workstation, Storage/Backup (IBM/Cohesity), Management Services (SCOM, SCCM), Virtual (Azure Stack HCI, VMware), Databases (SQL), Microsoft 365 (Teams, Email, In-Tune, One-Drive, SharePoint). Experience with Remote Access (AOVPN and RSA), Citrix, AD Manager Plus, Enterprise SQL Servers, MoveIT Automation and FTP, Backup, Monitoring. Experience with SCCM (Config Manager) & Endpoint Manager (Intune) (desirable) A degree in IT or related business topic (desirable) Microsoft MCP - Installing & Configuring Windows 10/11 Experience with Active Directory Policy (Group Policy) Administration (desirable) Experience with Enterprise Anti-Virus solutions (desirable) Experience of MacOS & JAMF management tools (optional) Why New Look? We care about you and the planet and believe fashion should be a force for positive change. We celebrate inclusion and diversity in everything we do. We're proud of our inclusive culture and our talented team members who embrace our shared purpose, behaviours and values. We prioritise development, offering training to support your progression, so you can be your absolute best and achieve your goals. We pride ourselves on being a flexible employer, our colleagues work a range of patterns. If you have a specific pattern in mind, we're keen to discuss this with you in line with the output needed for the role. Please ensure that your CV is in simple format e.g. Microsoft Word when applying using your CV to ensure smooth application process
Oct 30, 2025
Full time
Technical Services Analyst - Infrastructure (Weymouth Office) Weymouth, UK Job Description Posted Monday 29 September 2025 at 01:00 We're the feel-good fashion brand making style accessible and fun for over 55 years, on our website, mobile app and over 300 stores in the UK. By living our values - we play to win, customer obsessed, we are one and it starts with me - we deliver That New Look Feeling for our customers and each other. THE ROLE As an IT Infrastructure Analyst, you'll support the backbone of New Look's technology estate. From store systems, distribution centres to cloud platforms & corporate services, you'll help ensure our infrastructure is secure, resilient & ready to scale. You will support & help guide end-users & the IT support teams across Service. Resolving IT infrastructure-related incidents, service requests & problems in a timely & efficient manner in line with Business requirements & liaising with 3rd Parties where appropriate. WHAT YOU DO WHAT YOU'LL BE DOING You will be supporting the day- to- day management of the M365 cloud platform & all elements of this, other than security elements. You will be providing support for Infrastructure Operational services including but not limited to Active Directory, Entra AD, DNS, Remote Access (AOVPN and RSA), Citrix, AD Manager Plus, Enterprise SQL Servers, MoveIT Automation & FTP, Backup, Monitoring. Provide 2nd/3rd line support for servers, networks & core services (AD, DNS, DHCP). Support retail & distribution systems including POS, store connectivity & associated handheld devices. Support the New Look EUC device estate (MECM & Intune), ensuring that devices can be provisioned as required, are updated according to policies & that software can be installed when needed. Assist with infrastructure upgrades, patching & lifecycle management. Collaborate with cybersecurity & service desk teams to ensure secure & compliant operations. Maintain accurate documentation & contribute to knowledge sharing across the team. Participate in on-call rota and respond to critical incidents when required. Contribute to automation & efficiency improvements using tools such as PowerShell & Intune. Contribute & help maintain IT infrastructure support technical documentation. WHO YOU ARE WHO YOU ARE Experience as an End User Compute or 2nd Line Engineer ITIL Foundation Certificate Knowledge of core technologies including Cloud (Azure/EntraID), Microsoft Server/Workstation, Storage/Backup (IBM/Cohesity), Management Services (SCOM, SCCM), Virtual (Azure Stack HCI, VMware), Databases (SQL), Microsoft 365 (Teams, Email, In-Tune, One-Drive, SharePoint). Experience with Remote Access (AOVPN and RSA), Citrix, AD Manager Plus, Enterprise SQL Servers, MoveIT Automation and FTP, Backup, Monitoring. Experience with SCCM (Config Manager) & Endpoint Manager (Intune) (desirable) A degree in IT or related business topic (desirable) Microsoft MCP - Installing & Configuring Windows 10/11 Experience with Active Directory Policy (Group Policy) Administration (desirable) Experience with Enterprise Anti-Virus solutions (desirable) Experience of MacOS & JAMF management tools (optional) Why New Look? We care about you and the planet and believe fashion should be a force for positive change. We celebrate inclusion and diversity in everything we do. We're proud of our inclusive culture and our talented team members who embrace our shared purpose, behaviours and values. We prioritise development, offering training to support your progression, so you can be your absolute best and achieve your goals. We pride ourselves on being a flexible employer, our colleagues work a range of patterns. If you have a specific pattern in mind, we're keen to discuss this with you in line with the output needed for the role. Please ensure that your CV is in simple format e.g. Microsoft Word when applying using your CV to ensure smooth application process
