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- Tasks: Provide 1st and 2nd line IT support for hardware, software, and cloud services.
- Company: Join a dynamic tech team in Birmingham, with opportunities to travel to London.
- Benefits: Enjoy a full-time, permanent role with potential for growth and skill development.
- Why this job: Be part of a proactive team, enhancing your tech skills while helping others.
- Qualifications: 2+ years in IT support, strong troubleshooting skills, and excellent communication required.
- Other info: Apply now with your CV to kickstart your tech career!
The predicted salary is between 30000 - 42000 £ per year.
Location: Birmingham, United Kingdom
Job Category: Information Technology
EU work permit required: Yes
Job Reference: BBBH76153_1748433195
Job Views: 14
Posted: 28.05.2025
Expiry Date: 12.07.2025
Job Description: IT Service Desk Analyst (1st/2nd Line) Location: Birmingham (Includes travel to London)
Job Type: Full-Time, Permanent
Our client is looking for a proactive IT Service Desk Analyst to join their tech team, providing 1st and 2nd line support across Windows 10/11, Microsoft 365, and Azure/Entra services.
Responsibilities:
- Deliver technical support for hardware, software, and cloud services
- Resolve incidents and service requests following ITIL best practices
- Support Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive)
- Manage devices using Microsoft Intune
- Maintain clear documentation and contribute to process improvements
- Provide training and top-tier customer support to end users
Required Experience:
- 2+ years in an IT support or service desk role
- Strong troubleshooting skills (Windows 10/11, Microsoft 365, Intune, Azure/Entra)
- Experience with AD, device setup, and ticketing systems (e.g. ServiceNow)
- Excellent communication and problem-solving abilities
- Team player with great time management and a customer-first mindset
If this role sounds like exactly what you are looking for, apply now and provide an up-to-date CV for consideration!
IT Service Desk Analyst (1st & 2nd Line) employer: Concept Information Technology
Contact Detail:
Concept Information Technology Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Analyst (1st & 2nd Line)
✨Tip Number 1
Familiarise yourself with ITIL best practices, as this role emphasises resolving incidents and service requests in line with these standards. Being able to discuss how you've applied ITIL principles in your previous roles can set you apart during the interview.
✨Tip Number 2
Brush up on your troubleshooting skills specifically for Windows 10/11 and Microsoft 365 applications. Prepare to demonstrate your problem-solving process through real-life examples, as practical knowledge is crucial for this position.
✨Tip Number 3
Since the role involves managing devices using Microsoft Intune, consider obtaining a basic understanding of how Intune works. You could even explore online resources or tutorials to get a grasp of its functionalities, which will show your initiative and readiness.
✨Tip Number 4
Highlight your customer service experience during discussions. This role requires a customer-first mindset, so be prepared to share examples of how you've successfully supported end users and improved their experience in past positions.
We think you need these skills to ace IT Service Desk Analyst (1st & 2nd Line)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support and service desk roles. Emphasise your troubleshooting skills with Windows 10/11, Microsoft 365, and Azure/Entra services, as these are key requirements for the position.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for IT support and your customer-first mindset. Mention specific examples of how you've resolved incidents or improved processes in previous roles to demonstrate your proactive approach.
Highlight Relevant Skills: In your application, clearly outline your experience with ticketing systems like ServiceNow, device management using Microsoft Intune, and your ability to provide training and support to end users. This will show that you meet the job's essential criteria.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in an IT support role.
How to prepare for a job interview at Concept Information Technology
✨Know Your Tech Inside Out
Make sure you're well-versed in the technologies mentioned in the job description, such as Windows 10/11, Microsoft 365, and Azure/Entra. Brush up on troubleshooting techniques and be ready to discuss specific scenarios where you've successfully resolved issues.
✨Demonstrate Your Customer Service Skills
As an IT Service Desk Analyst, you'll be interacting with users regularly. Prepare examples of how you've provided excellent customer support in the past, focusing on your communication skills and ability to handle difficult situations.
✨Familiarise Yourself with ITIL Practices
Since the role involves following ITIL best practices, it’s beneficial to understand these principles. Be prepared to discuss how you’ve applied ITIL methodologies in previous roles, particularly in incident management and service requests.
✨Show Your Team Spirit
This position requires a team player mentality. Think of examples that showcase your ability to work collaboratively with others, manage time effectively, and contribute to process improvements within a team setting.
