IT Service Desk Analyst – 1st Line (Birmingham)

About the role

We are looking for a proactive 1st Line IT Service Desk Analyst to provide first‑line support for hardware and software issues across a professional services firm in Birmingham. You will be the initial point of contact, troubleshooting problems and ensuring a high level of service for all staff.

Key responsibilities

• Provide friendly telephone and help‑desk support for hardware and software incidents.
• Build and deploy laptop clones and install basic laptop components.
• Deliver basic Microsoft Office 365 assistance.
• Escalate and manage more complex 2nd‑ and 3rd‑line tickets.
• Perform basic Active Directory tasks and create user profiles.
• Support users remotely and on‑premises, including laptop health checks.
• Roll out software centrally and manually.
• Log and manage all work through the ticketing system and review ticket trends with the line manager.
• Assist the team with ad‑hoc IT tasks as required.

Required profile

• 6‑12 months (or more) experience in a 1st‑line IT support or help‑desk role.
• Experience in a commercial, customer‑facing environment such as a call centre is a plus.
• Degree in Computing or a demonstrated proactive interest in IT support.
• Enthusiastic, hardworking team player with strong communication skills.
• Ability to prioritise tasks and meet deadlines.

Required skills

• Helpdesk ticketing software.
• Microsoft Office 365.
• Windows 11.
• Active Directory.
• Laptop cloning and basic hardware installation.
• Remote support tools.

What we offer

• Starting salary between £25,000 and £30,000 per year plus benefits.
• Opportunity to progress to a 2nd‑line support role.
• Referral bonuses and additional incentives.