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IT Support Analyst - 1st & 2nd Line Support

Posted: 25/11/25
Recruiter:Mackenzie Jones IT
Reference:3033758611
Type:
Disciplines: Analyst
Salary:£38,000 - £40,000 Annual £38k - £40k + 14% Bonus
Location:Hounslow, London
Description: IT Support Analyst - 1st & 2nd Line Support
12 Month Fixed Term Contract - possible conversion to a Permanent role
£38k - £40k + 14% Bonus
Location: Hybrid - Hounslow - 4 Days Onsite
Must be Eligible to work in the UK - Cannot provide sponsorship

Leading global manufacturer is seeking to secure an IT Helpdesk Support Analyst. The role will focus on providing 1st Line & 2nd Line IT Support. Will act as the First Point of Contact for IT Support issues - so must be happy to manage 1st Line & 2nd Line Tickets. Will support approximately 700 end users across UK, Ireland & Netherlands.

Role:
  • 1st & 2nd Line Support experience - diagnosing issues & delivering effective resolutions.
  • Support users across the - UK, Ireland & Netherlands.
  • Provide IT Support via phone, email, face-to-face & remote tools.
  • IT Service Delivery, Systems Support & IT Project-based work.
  • Log, prioritise & manage Incidents & Requests in ServiceNow.
  • Install, configure & support Desktops, Laptops, Smartphones & Tablets.
  • Troubleshoot issues by analysing root causes & evaluating options.
  • Support a wide range of networked peripherals - Printers, Audio Visual kit, Mobile Devices.
  • Maintain documentation & user guides.
  • Support onboarding of new starters including IT inductions.
  • Assist with IT project-based technical activities.
Experience Required:
  • IT Support - 1st & 2nd Line Support - happy to deal with 1st Line Tickets.
  • Act as the first point of contact for IT issues.
  • Windows 10/11.
  • Microsoft 365.
  • MDM - Intune.
  • Apple iOS & Android support.
  • Active Directory & Azure AD - password resets, permissions, mailbox management etc
  • Support Desktop Applications.
  • Networked Peripherals - Printers, AV kit, Mobile Devices.
  • Understanding of Networking principles - DHCP, DNS - to 1st Line Level.
  • Hardware & Software troubleshooting.
  • Clear, confident communication skills - across all levels.
  • Strong problem-solving ability & attention to detail.
  • Ability to work under pressure - manage workloads & take full ownership of Tickets - manage escalations.
  • Approachable, customer-focused attitude with a passion for technology.
  • Ability to work independently as well as part of a small IT Support team.
  • Collaborative approach to teamwork.
Benefits: 14% Annual Bonus / Pension & Life Cover / Company Discounts / Training & Development
Birthday Day Off / Opportunity to convert to a Permanent role after 12 Months.

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