Helpdesk Analyst

About the role

The IT Helpdesk Analyst will be the first point of contact for internal technology queries, delivering friendly and efficient support to staff across the organisation. The role is primarily office‑based in south‑west London with the flexibility to work from home one day per week.

Key responsibilities

• Monitor, triage and resolve tickets submitted to the IT Service Desk.
• Provide first‑line and occasional second‑line support for hardware, software and system issues.
• Collaborate with users to diagnose problems and guide them to solutions.
• Escalate complex incidents to second‑ and third‑line engineers as required.
• Maintain documentation of incidents and resolutions.

Required profile

• Enthusiastic attitude with excellent communication skills.
• Friendly demeanour and a customer‑focused approach.
• Experience supporting Office 365, Active Directory, SharePoint, Teams and Entra.

Required skills

• Office 365
• Active Directory
• SharePoint
• Microsoft Teams
• Entra
• Azure
• Exchange
• Windows Server

What we offer

• Competitive salary range of £30,000‑£33,000 per year.
• Opportunity to work with cutting‑edge Microsoft technologies.
• Hybrid working model with one day remote per week.
• Comprehensive benefits package from a well‑known global firm.