Desktop/IT Support Analyst - 1st/2nd Line
Posted Today by Jobserve
£250 Per day
Outside
Hybrid
Fareham, Hampshire
Summary: The Desktop/IT Support Analyst role involves providing proactive 1st and 2nd line IT support across multiple sites, primarily in Fareham and Southampton, with some remote work. The position requires hands-on troubleshooting and user support, with opportunities for professional growth as the IT function develops. The analyst will be responsible for maintaining IT processes and enhancing user experience while delivering high-quality service.
Key Responsibilities:
- Deliver high-quality 1st line support, with increasing exposure to 2nd line responsibilities
- Own, manage, and resolve tickets end-to-end using FreshService (ITSM tool)
- Support a Microsoft-first environment (Microsoft 365, Teams, Windows OS)
- Troubleshoot issues across devices, applications, and user access
- Provision, configure, and maintain laptops and mobile devices (MDM via Endpoint Manager)
- Work closely with third-party vendors to resolve incidents and optimise services
- Create clear documentation and user guides to improve self-service
- Design and implement a structured onboarding process for new starters
- Provide white glove support to VIP users and senior stakeholders
Key Skills:
- Experience in a 1st line/Service Desk role, with the ability to step into 2nd line support
- Strong Microsoft 365 and Microsoft Teams support experience
- Solid knowledge of Windows environments
- Experience using ITSM tools (FreshService preferred)
- Experience with MDM solutions (Microsoft Endpoint Manager/Intune)
- Strong troubleshooting and problem-solving capability
- Excellent communication skills with a customer-first mindset
Salary (Rate): £250 per day
City: Fareham
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: outside IR35
Seniority Level: Mid-Level
Industry: IT
Detailed Description From Employer:
Desktop/IT Support Analyst - 1st/2nd Line - Fareham/Southampton
Location: Southampton - 3 days days Fareham/Southampton, Central London 1 day a week and 1 from home - Ideal if you are based in Hampshire region.
We're looking for a proactive IT Support Analyst to join a growing IT function, supporting users across multiple sites. This is a hands-on, high-impact role with a clear opportunity to evolve from 1st line into broader 1st/2nd line support as the function matures.
You'll play a key role in keeping the business running day-to-day, while also helping to improve IT processes, user experience, and service delivery standards.
Role responsibilities:
- Deliver high-quality 1st line support, with increasing exposure to 2nd line responsibilities
- Own, manage, and resolve tickets end-to-end using FreshService (ITSM tool)
- Support a Microsoft-first environment (Microsoft 365, Teams, Windows OS)
- Troubleshoot issues across devices, applications, and user access
- Provision, configure, and maintain laptops and mobile devices (MDM via Endpoint Manager)
- Work closely with third-party vendors to resolve incidents and optimise services
- Create clear documentation and user guides to improve self-service
- Design and implement a structured onboarding process for new starters
- Provide white glove support to VIP users and senior stakeholders
Key skills & experience:
- Experience in a 1st line/Service Desk role, with the ability to step into 2nd line support
- Strong Microsoft 365 and Microsoft Teams support experience
- Solid knowledge of Windows environments
- Experience using ITSM tools (FreshService preferred)
- Experience with MDM solutions (Microsoft Endpoint Manager/Intune)
- Strong troubleshooting and problem-solving capability
- Excellent communication skills with a customer-first mindset
Nice to have:
- Exposure to Mac, iOS, and Android environments
- Understanding of IAM principles, including RBAC (Role-Based Access Control)
- Familiarity with ITIL framework
- Experience improving processes or implementing new ways of working
- Previous experience supporting VIP users or senior stakeholders
Location & working pattern:
- Ideally based in Hampshire
- 3 days per week in the Fareham office
- 1 day per week in the London office
- 1 day per week working from home