IT Support Engineer / Service Desk Analyst

Salary: £30,000 - 30,000 per year

Requirements:

• Previous customer-facing experience
• Experience supporting Windows Desktop, Microsoft 365 and Active Directory
• Advanced knowledge of Microsoft products
• Experience using a ticketing system
• Basic understanding of networking, including TCP/IP, firewalls, routers and switches
• Clear communication skills and the ability to explain technical information
• Team-focused approach, ownership of tasks and a proactive attitude to improving processes
• Passion for IT and problem solving
• Desirable: experience working within a managed service provider environment
• Desirable: Microsoft 365 Fundamentals
• Desirable: ITIL knowledge or certification
• Desirable: CompTIA IT Fundamentals (ITF)
• Desirable: customer service training

Responsibilities:

• Act as the first point of contact for IT support queries by phone and ticketing system
• Manage multiple tickets and work to agreed SLAs
• Provide first-line remote technical support, troubleshoot issues and escalate when needed
• Manage installations, user account changes and updates
• Complete daily and weekly security, system health and backup checks
• Contribute to and improve the knowledge-base system
• Assist project engineers across a variety of client projects
• Provide basic technical training and guidance to customers
• Contact third-party vendors when required
• Attend client sites when required
• Keep customers informed while balancing support tickets and escalating issues appropriately

Technologies:

• Active Directory
• Support
• ITIL
• Microsoft 365
• Security
• TCP/IP
• Windows
• Office 365

More:

We are recruiting an IT Support Engineer / Service Desk Analyst to join a friendly, forward-thinking team supporting managed-service clients across the UK. This full-time, permanent role offers varied support and project exposure, with a hybrid schedule of three office days in Taunton, Somerset, and two days working from home. The salary is £24,000–£32,000 per year, depending on experience. We offer 25 days of holiday plus bank holidays, training and development plans, professional development and exposure to Microsoft technologies and projects, a charity or volunteering day, contributory pension, team activities and prizes, health and wellbeing support, an employee discount platform, free onsite parking, and occasional remote-working opportunities. We operate as an employment agency and will forward suitable applicants details to our client for consideration.

last updated 39 week of 2026