IT Support Engineer / Service Desk Analyst Join a friendly, forward-thinking IT team supporting managed-service clients across the UK. This customer-focused opportunity suits someone experienced with Windows Desktop, Microsoft 365, Active Directory and ticket-led technical support. If you've also worked in the following roles, we'd also like to hear from you: IT Support Technician, Helpdesk Analyst, Technical Support Engineer, Technical Support Analyst, IT Technician, 1st Line Support Engineer, First Line Support Engineer, Desktop Support Engineer, IT Helpdesk Analyst Successful candidates can expect 25 days' holiday plus bank holidays, training and development opportunities, health and wellbeing support, and free onsite parking. SALARY: £24,000 to £32,000 per annum (depending on experience) + Benefits LOCATION: Hybrid – 3 Days from the Office in Taunton, Somerset and 2 Days from Home JOB TYPE: Full-Time, Permanent JOB OVERVIEW Build your technical breadth in a customer-focused managed-services environment with varied support and project exposure. The IT Support Engineer / Service Desk Analyst helps clients stay productive by resolving day-to-day technology issues and maintaining a high standard of service. The IT Support Engineer / Service Desk Analyst works closely with technical colleagues, balancing multiple tickets, meeting SLAs and escalating issues when appropriate while keeping customers informed. Alongside remote support, the IT Support Engineer / Service Desk Analyst contributes to system checks, knowledge-base improvements, customer guidance and project activity, with site visits when required. APPLY TODAY Ready to make your next career move? Apply Now for our Recruitment Team to review. DUTIES Your duties as the IT Support Engineer / Service Desk Analyst include: Customer Support and Ticket Management: Act as the first point of contact for IT support queries by phone and ticketing system, manage multiple tickets and work to agreed SLAs Remote Support and Escalation: Provide first-line remote technical support, troubleshoot issues and escalate when needed User Requests and Updates: Manage installations, user account changes and updates Security, Health and Backup Checks: Complete daily and weekly security, system health and backup checks Knowledge Base Improvement: Contribute to and improve the knowledge-base system Project Support: Assist project engineers across a variety of client projects Customer Guidance and Training: Provide basic technical training and guidance to customers Third-Party Liaison: Contact third-party vendors when required Client Site Support: Attend client sites when required CANDIDATE REQUIREMENTS ESSENTIAL Previous customer-facing experience Experience supporting Windows Desktop, Microsoft 365 and Active Directory Advanced knowledge of the Microsoft suite of products Experience using a ticketing system Basic understanding of networking, including TCP/IP, firewalls, routers and switches Clear communication skills with the ability to explain technical information Team-focused approach, ownership of tasks and a proactive attitude to improving processes Passion for IT and problem solving DESIRABLE Previous experience working within a managed service provider environment Microsoft 365 Fundamentals ITIL knowledge or certification CompTIA IT Fundamentals+ (ITF+) Customer service training BENEFITS Opportunities for advancement and training plans Professional development and exposure to Microsoft technologies and challenging projects 25 days' holiday plus bank holidays Charity or volunteering day Contributory pension scheme Team challenges and prizes Social company activities Health and wellbeing support Employee discount platform Free onsite parking Opportunities to work remotely at times HOW TO APPLY To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV's of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose. JOB REF: AWDO-P15214 Full-Time, Permanent 1 st Line / First Line IT Jobs, Careers and Vacancies. Find a new job and work in Taunton, Somerset. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online. AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency. AWD-IN-SPJ TPBN1_UKTJ
IT Support Engineer / Service Desk Analyst in Somerset employer: AWD Online
Join a dynamic and supportive team within a large education organisation that prioritises employee growth and wellbeing. With a strong focus on shaping the people strategy, you will benefit from a collaborative work culture, competitive salary, and opportunities for professional development while making a meaningful impact across North Somerset and Bristol.
