At a Glance
- Tasks: Provide 1st Line IT support, troubleshooting issues for employees via various channels.
- Company: Join a purpose-driven organisation focused on charitable efforts and employee well-being.
- Benefits: Enjoy a competitive salary, bonus potential, pension plan, and generous holiday allowance.
- Other info: Work 40 hours a week with occasional out-of-hours shifts for critical maintenance.
- Why this job: Be part of a dynamic team, enhance your tech skills, and make a real impact.
- Qualifications: Experience in 1st Line Support, strong knowledge of Windows and Microsoft 365 required.
The predicted salary is between 22400 - 31200 € per year.
Job Description
IT Support Analyst (1st Line)
Location: Bromley, Kent
Salary: up to £28,000
Full Time Permanent
We have an exciting opportunity for a 1st Line support analyst in our Service Desk team.
Using your skills in technical analysis and 1st Line Support you will be responsible for supporting our internal employees, assisting with PC, applications, server, networking and hardware issues either in person, email, Teams, or via phone. You will be resolving issues in a timely manner and taking ownership of tasks allocated to you, escalating issues to 2nd and 3rd Line Support.
Your day to day will include:
Dealing with Microsoft operating systems (e.g. Windows 11, Windows server, Microsoft Office 365), networking and Active Directory
Troubleshooting MS Office, antivirus software
Analysing, prioritising and fixing all requests for both Head Office and Field staff and escalate issues to 3rd line as appropriate
Configuring/decommissioning users
Building and configuring desktops/laptops
Monitoring and checking backups, capacity, security, hardware/software and operating system issues with the fileservers and network equipment
Monitoring and checking system logs
Ensuring anti-virus/anti-spam is current and kept up to date on all devices
Assisting and participating in project work
Ensuring prioritisation of daily workload
Assisting with the rollout of software updates for both Head Office and Field users (SCCM knowledge would be beneficial to this role)
Overseeing stock allocation in the Computer Room
Comprehensive support for Microsoft environments
Advanced troubleshooting of Microsoft Office & security applications
Incident management and resolution
User account lifecycle management
Hardware and device setup
Backup and system monitoring
Log analysis and proactive maintenance
Endpoint security management
Collaboration with 1st Line Support
Participation in IT projects
Software deployment and patch management
Asset and inventory management
What we need from you:
Proven experience working in a Service Desk function/ 1st Line Support
Strong expertise in Windows 10/11
Proven experience with MS Office 365
Ability to work independently on 2nd line technical issues
Strong understanding of Active Directory administration
Expertise in Microsoft 365 ecosystem - Support and configuration of Exchange Online, OneDrive, SharePoint, Teams, and endpoint management.
Proficiency in remote access tools such as LogMeIn, TeamViewer, or Microsoft Remote Desktop.
Comprehensive knowledge of PC hardware and software setup/configuration - Including OS installation, driver management, and troubleshooting hardware failures.
Fundamental understanding of networking - TCP/IP, DNS, DHCP, VPN, VLANs, and basic firewall configurations.
ITIL framework awareness - Understanding of incident, problem, and change management processes within an ITIL-based service environment.
Security awareness and best practices - Understanding of cybersecurity fundamentals, MFA, endpoint security solutions, and compliance requirements.
Proven experience in Windows 10/11
Understanding and or knowledge of HaloITSM
Good understanding of configuration of Active Directory
Experience of Remote Access tools such as Log Me In
Good understanding of PC hardware/software set-up/configuration and TCP/IP
Technical experience in video conferencing, AV setups, telephone systems, Teams meeting rooms and preventative maintenance
Experience of Incident and problem management from initiation through to closure
Ability to create clear, concise, and user-friendly Knowledge Articles and Standard Operating Procedures (SOPs), ensuring documentation is accurate, up-to-date, and aligned with ITIL best practices.
Able to work under pressure and to defined deadlines
Good problem-solving skills
Exceptional telephone manner
Basic understanding of networks
Supporting VIPs and ExCo members
Full driving licence and own car preferred to be able to attend IT emergencies.
Qualifications
Microsoft 365 Fundamentals (MS-900) - essential
ITIL foundation v3 - ideal
ITSM platforms like Halo, FreshService, Service Now, Ivanti - preferred
SCCM, WDS - preferred
You will be required to work 40 hours per week. Monday to Friday. You will do an 8-hour shift, start time is 7.30am with 45 minutes lunch break. You will also be required to work an out of hours shift on a 1 week in 3 rota basis. This will be to You may be required to assist with critical system maintenance and updates that need to be performed outside of normal working hours to minimise disruption to business operations. assist in the systems maintenance tasks that cannot be performed during normal working hours.
What we offer you:
Basic salary up to £28,000 per annum.
Bonus up to 7% dependant on your performance and company performance.
Contributory Pension Plan (Company matches up to 5%).
25 days plus bank holidays.
Life Assurance. 4x times pensionable earnings.
Season Ticket Loan
Employee Support Scheme
Free Foresters Go Membership (Claimed back once ISA set up) plus additional 3% allocation rate
We are a purpose driven organisation and we want to enable everyone that is a part of Foresters to channel their passion and enthusiasm into the charitable efforts that you care about. That is why we have created the Working for Purpose programme where we give you 1 day to volunteer with the charity of your choice.
Helpdesk Analyst 1st Line in Bromley employer: Foresters Financial
At Foresters, we pride ourselves on being an exceptional employer, offering a supportive work culture that values employee growth and development. Located in Bromley, Kent, our team enjoys competitive salaries, generous benefits including a contributory pension plan and life assurance, as well as unique opportunities to engage in charitable work through our Working for Purpose programme. Join us to be part of a purpose-driven organisation where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Analyst 1st Line in Bromley
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows 10/11 and Microsoft Office 365. Being able to demonstrate your hands-on experience with these tools during the interview will show that you're ready to hit the ground running.
✨Tip Number 2
Brush up on your knowledge of Active Directory and networking fundamentals like TCP/IP and DNS. Having a solid understanding of these concepts will help you answer technical questions confidently and showcase your expertise.
✨Tip Number 3
Prepare to discuss your experience with incident management and problem resolution. Be ready to share specific examples of how you've successfully handled technical issues in the past, as this will highlight your ability to work under pressure.
✨Tip Number 4
If you have any experience with ITIL frameworks or service desk tools like HaloITSM, make sure to mention it. This knowledge can set you apart from other candidates and demonstrate your commitment to best practices in IT support.
We think you need these skills to ace Helpdesk Analyst 1st Line in Bromley
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in 1st Line Support and IT Service Desk functions. Emphasise your skills with Microsoft operating systems, MS Office 365, and any experience with Active Directory.
Craft a Strong Cover Letter:In your cover letter, express your enthusiasm for the role and the company. Mention specific experiences that demonstrate your problem-solving skills and ability to work under pressure, as these are crucial for the Helpdesk Analyst position.
Showcase Technical Skills:Clearly outline your technical skills related to the job description, such as knowledge of TCP/IP, DNS, DHCP, and remote access tools. Providing examples of how you've used these skills in previous roles can strengthen your application.
Proofread Your Application:Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is essential for a Helpdesk Analyst role.
How to prepare for a job interview at Foresters Financial
✨Know Your Technical Stuff
Make sure you're well-versed in the technical skills listed in the job description, especially around Windows 10/11, MS Office 365, and Active Directory. Brush up on troubleshooting techniques and be ready to discuss specific scenarios where you've successfully resolved issues.
✨Demonstrate Problem-Solving Skills
Prepare to showcase your problem-solving abilities during the interview. Think of examples where you had to troubleshoot complex issues, and explain your thought process clearly. This will show that you can handle the pressures of a 1st Line Support role.
✨Communicate Clearly
Since you'll be dealing with internal employees, having a good telephone manner is crucial. Practice explaining technical concepts in simple terms, as you may need to assist users who aren't tech-savvy. Clear communication can set you apart from other candidates.
✨Familiarise Yourself with ITIL Framework
Understanding the ITIL framework is essential for this role. Be prepared to discuss how incident, problem, and change management processes work within an ITIL-based service environment. Showing that you have this knowledge will demonstrate your readiness for the position.
