IT Support Analyst

Salary: £27,500 - 27,500 per year

Requirements

• Previous experience in an IT support, helpdesk, service desk or customer support environment is desirable.
• Good understanding of Microsoft Windows operating systems.
• Basic knowledge of Microsoft 365 applications and competence using Microsoft Office/Microsoft 365.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Strong attention to detail and accurate documentation skills.
• Ability to prioritise workload and manage multiple tasks effectively.
• Friendly, approachable and customer-focused attitude.
• Proactive approach and genuine willingness to learn new technologies and processes.
• Good organisational skills and ability to work effectively as part of a team.
• GCSEs or equivalent qualifications, including Maths and English.
• Knowledge of Active Directory, Microsoft Entra ID, Office 365 administration tools and account administration is advantageous.
• Familiarity with IT ticketing systems such as ServiceNow, FreshService or similar is advantageous.
• Understanding of basic networking, Wi-Fi and device connectivity is advantageous.
• IT qualifications such as CompTIA A+, Microsoft Fundamentals, BTEC or equivalent are advantageous.

Responsibilities

• Provide first-line IT support to users across the business, responding to technical queries and issues professionally and promptly.
• Log, categorise, prioritise and update incidents and service requests in the relevant IT management system.
• Troubleshoot hardware, software, network, peripheral and connectivity issues.
• Support users with Microsoft 365 applications, including Outlook, Teams, Word and Excel.
• Assist users with Wi-Fi, device connectivity and access issues.
• Provide clear communication and customer service throughout the support process.
• Set up and maintain user accounts for new starters, internal moves and leavers.
• Support password resets, account permissions and access requests in line with company procedures.
• Configure, commission and deploy laptops, desktops, mobile phones and peripheral equipment.
• Assist with decommissioning and securely processing IT equipment for redeployment or disposal.
• Maintain accurate IT asset and equipment records and support hardware refresh and replacement programmes.
• Monitor incidents and service requests against agreed service levels, track outstanding tickets and update users regularly.
• Escalate complex technical issues to senior IT colleagues or external suppliers where appropriate.
• Maintain accurate records of IT support activity.
• Create and maintain user guides, knowledge base articles and technical documentation.
• Identify recurring IT issues and contribute to longer-term solutions.
• Support continuous improvement of IT support processes and procedures.
• Work collaboratively with colleagues and support the wider business when required.
• Carry out work in accordance with company policies, procedures and security requirements.

Technologies:

• Active Directory
• Excel
• Hardware
• Support
• Microsoft 365
• Mobile
• Network
• Office 365
• Security
• ServiceNow
• Windows

More:

We are recruiting an IT Support Analyst to join a professional IT team based in Tiverton. This is a permanent role, working Monday to Friday, 9am to 5pm, for 35 hours per week, with a salary of £27,500 per annum. It offers the opportunity to develop a long-term career in IT support and gain hands-on experience across hardware, software, Microsoft 365, user account administration, connectivity and IT equipment. Hawk 3 Talent Solutions is acting as an employment agency on behalf of its client. The closing date is 2 November 2026 and may change depending on suitable applications.

last updated 40 week of 2026