IT Helpdesk Analyst in Manchester

Salary: £27,976.00 per annum

Closing date: 25 Feb 2026

Please contact recruitment@factoryinternational.org if you require any support in completing your application.

Responsibilities:

• Provide first- and second-line helpdesk support via the helpdesk, walk-ups, and remote assistance; triage, resolve, and escalate incidents and requests within agreed SLAs. Ensure all calls are logged and tracked via the helpdesk system.
• Ensure end user devices (hardware and software) run to the highest standards and quality of service, with minimal disruption or downtime. Manage user accounts, groups, licenses, and devices (join, enrol, retire) following joiner/mover/leaver processes and data protection requirements; deliver new starters and leavers processes.
• Provide general Venue IT support including setup of rooms and events with IT/AV basics (network connectivity, peripherals), and support network printing services; coordinate with Facilities/Production where needed.
• Assess needs for staff with accessibility requirements and provide solutions.
• Complete cyber security actions and checklists aligned with organisational policies, including Microsoft Secure Score actions, endpoint protection, antivirus/EDR policies, and device compliance management.
• Monitor Microsoft 365 Defender Secure Score weekly; implement low/medium complexity improvements, raise change requests for higher risk items, and track progress. Produce simple Secure Score snapshots and action trackers monthly.
• Communicate security changes clearly and inclusively (e.g., MFA rollouts) referencing IT policy and awareness principles.
• Apply device patching and update management according to the organisation’s patching schedule and windows for Windows/macOS, browsers, and key applications; use Intune/Windows Update for Business to deploy updates; verify success/fail, retry as needed, and report on compliance. Report monthly compliance metrics and exceptions in line with the IT Patching Policy.
• Keep accurate records: device inventory (Helpdesk system, Intune), ownership, lifecycle state, warranty, and configuration profiles. Manage peripherals and secure disposal of IT equipment in line with policy.
• Represent the IT department at all levels of the organisation and promote the use of IT and best practices. Maintain clear, accessible documentation and knowledge articles for repeat issues and how-to guides. Contribute to IT knowledge base articles and short training sessions; champion inclusive, plain English guidance.
• Collaborate with management, stakeholders and all users (including inducting new starters), providing pragmatic guidance, support and solutions for IT needs and issues. Work with relevant departments to maximise the value of existing systems, including friendly coaching on usage of IT, secure usage, and promoting cyber security and data protection risk awareness.
• Keep up to date with emerging IT trends and innovations.
• Follow data protection, acceptable use, remote access, password, mobile device, and incident response policies; record actions and evidence for audits.

Person specification:

Essential:

• Customer helpdesk support — proven ability to resolve common end user issues across Windows/macOS, Microsoft 365, Dropbox, and networking basics, with clear, empathetic communication.
• Security hygiene — practical experience applying MFA, hardening mail & collaboration tools, and keeping endpoints protected and compliant.
• Patch & update discipline — hands-on experience with Intune/WUfB (or equivalent), monitoring compliance and remediating failed updates.
• Documentation & teamwork — writes concise instructions and works effectively with IT colleagues and non-technical teams.
• Good verbal and written communication skills – comfortable engaging with all staff types.
• Commitment to championing representation and inclusion at every level with a proven ability to work with people from diverse backgrounds.

Desirable:

• Experience with a range of systems and software including Microsoft Intune (device enrolment, compliance, update rings), Microsoft Entra ID (identity), Microsoft Defender suite (Endpoint, Email & Collaboration).
• Basic scripting/automation (PowerShell) for routine tasks.
• ITIL-aligned service management and change control.
• Experience of telephone systems, event/venue support, SharePoint, Microsoft apps.
• Understanding of and experience with AI technologies.
• Enthusiasm for training, mentoring and supporting emerging talent.
• Qualification or recertification in CompTIA A+ / Network+ / Security+, or Microsoft Fundamentals (SC 900/MS 900), or equivalent practical experience.

When applying please do not rely solely on ChatGPT/AI software for your answers as it may not fully reflect your skills and experience and how they align with this role.