IT Service Desk Analyst (1st Line) – Birmingham

About the role

Join a professional services firm in Birmingham as the first line of IT support. You will troubleshoot hardware and software issues, assist staff across the organisation, and help maintain a smooth IT environment.

Key responsibilities

• Provide friendly telephone and help‑desk support for hardware and software problems.
• Build and deploy laptop clones and install basic components.
• Deliver basic Microsoft Office 365 support and manage user profiles.
• Escalate and manage more complex 2nd‑ and 3rd‑line tickets.
• Perform basic Active Directory tasks and remote/on‑premises support.
• Roll out software centrally and manually, and conduct laptop health checks.
• Log and track all work via the help‑desk ticketing system.
• Review ticket trends with the line manager and assist with ad‑hoc IT tasks.

Required profile

• Minimum 12 months experience in a 1st‑line IT support or help‑desk role.
• Proficiency with help‑desk software, Microsoft Office 365 and Windows 11.
• Strong understanding of IT systems and a passion for learning new technologies.
• Excellent communication, interpersonal skills and the ability to prioritize tasks.
• Enthusiastic, hardworking team player.

Required skills

• Office 365
• Windows 11
• Help‑desk ticketing software
• Active Directory basics
• Laptop cloning and basic hardware installation
• Remote support tools
• Software deployment (central and manual)

What we offer

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