IT Support Analyst

We are looking for a motivated and customer-focused 1st Line IT Support Technician to join our clients IT team based in Reading. This is an excellent opportunity for someone early in their IT career who enjoys problem-solving, helping people, and building hands-on technical experience.

You will be the first point of contact for internal users requiring IT assistance, providing fast, friendly, and effective support across a range of systems and devices. Full training will be provided, including exposure to bespoke platforms and modern Microsoft technologies.

Key Responsibilities

• Provide first-line technical support for bespoke software, Microsoft Windows 11, Microsoft 365 and Microsoft Teams
• Support end users on a bespoke network management platform (full system training provided)
• Diagnose and resolve basic hardware, software, and network issues
• Log, categorise, and prioritise incidents and service requests accurately
• Communicate clearly and professionally with users to deliver a positive support experience
• Follow troubleshooting guides and knowledge-base articles to resolve issues efficiently
• Escalate more complex issues to the IT Support Manager with detailed diagnostic notes
• Assist with user on boarding tasks such as account creation, licence assignment, and access provisioning

Skills & Experience

• Working knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Basic understanding of Azure Active Directory
• Ability to diagnose common network and Wi-Fi connectivity issues
• Strong communication and customer service skills
• Ability to follow structured troubleshooting processes and work under time pressure
• 6-12 months' experience in an IT Support, Service Desk, or Helpdesk role preferred

What Success Looks Like

• Quick and accurate resolution of common technical issues
• High levels of user satisfaction and clear, professional communication
• Ability to work both independently and collaboratively within a small team
• Consistent, high-quality ticket documentation and adherence to support processes

Qualifications

• GCSEs (or equivalent) including English and Maths

Why Apply?

• Full training and development support provided
• Opportunity to gain experience with modern IT systems and bespoke platforms
• Supportive team environment with clear progression opportunities
• Stable weekday working hours with no weekend shifts

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