1st Line IT Support Analyst

About the role

We are looking for a motivated 1st Line IT Support Analyst to join Proactive Appointments’ Managed Services team. The role is primarily remote, providing first‑line technical assistance to end‑users across a range of Microsoft technologies, with one office week per month in Godalming.

Key responsibilities

• Provide remote support via phone and remote‑control tools, troubleshooting Windows, Microsoft 365, hardware, printers and basic networking issues.
• Log, manage and resolve tickets in the ITSM platform, ensuring clear documentation and adherence to SLAs.
• Escalate complex incidents to 2nd/3rd line support when required.
• Administer user and device settings in Microsoft 365, Entra ID and Intune.
• Assist with on‑site installations, device builds, imaging and project work during mandatory office weeks.
• Maintain and update technical knowledge‑base articles.
• Identify and raise potential security incidents.

Required profile

• Self‑motivated, proactive and customer‑focused.
• Logical, structured problem‑solver who can work independently in a remote environment.
• Collaborative, adaptable and eager to develop a long‑term IT career.
• Minimum three years’ experience in an IT Service Desk or support role.

Required skills

• Microsoft Windows (desktop & server)
• Microsoft 365, Entra ID, Intune
• Hardware and printer troubleshooting
• Basic TCP/IP networking
• ITSM platforms (e.g., ServiceNow)
• ITIL incident, problem, change and request processes