At a Glance
- Tasks: Provide remote IT support and troubleshoot various Microsoft technologies.
- Company: Join a growing IT Managed Services team with a collaborative culture.
- Benefits: Enjoy 25 days leave, private medical insurance, and a homeworking allowance.
- Other info: Flexible working hours and excellent opportunities for career progression.
- Why this job: Kickstart your IT career while making a real impact in a fast-paced environment.
- Qualifications: 3 years of IT support experience and strong Microsoft 365 skills required.
The predicted salary is between 30000 - 40000 £ per year.
An exciting opportunity has arisen for an experienced Level 1 Service Desk Engineer to join a growing IT Managed Services team. This is a primarily remote position within a structured Level 0, Level 1 and Level 2 support environment. The Level 1 team manages the majority of incoming technical support requests, providing assistance to end users while working across a broad range of Microsoft technologies and enterprise environments. This role is ideal for someone who is customer-focused, technically curious, and looking to build a long‑term career within a fast‑paced Managed Services Provider (MSP). Alongside technical ability, attitude, collaboration, problem‑solving and excellent customer service are highly valued.
What You'll Be Doing
- Provide remote IT support to end users via phone and remote support tools
- Troubleshoot Windows, Microsoft 365, hardware, printers and basic networking issues
- Log, manage and resolve support tickets with clear documentation
- Escalate complex issues to 2nd and 3rd Line Support where appropriate
- Support user and device administration across Microsoft 365, Entra ID and Intune
- Assist with onsite support, installations and project work when required
- Maintain and update technical knowledgebase documentation
- Ensure service levels (SLAs) and quality standards are consistently met
- Identify and escalate potential security incidents
Technical Environment
- Microsoft Windows Desktop & Server
- Microsoft 365
- Microsoft Entra ID
- Microsoft Intune
- ITSM platforms (eg ServiceNow)
- Basic TCP/IP Networking
- ITIL processes (Incident, Problem, Change & Request Fulfilment)
- Desktop, laptop, mobile device and printer support
About You
- Self‑motivated and proactive
- Passionate about delivering excellent customer service
- A logical and structured problem solver
- Comfortable working independently in a remote environment
- Collaborative, adaptable and eager to learn
- Looking to develop a long‑term career within IT
Essential Experience
- Minimum of 3 years' experience in an IT Service Desk or IT Support role
- Experience providing both remote and onsite support
- Strong Microsoft 365 support experience
- Experience with device management and troubleshooting
- Good understanding of SLAs, KPIs and IT ticketing processes
Location & Working Pattern
- Home-based (UK)
- Must be able to commute to Godalming, Surrey for one mandatory office week each month
- During office weeks, you'll gain hands‑on experience including device builds, imaging and collaboration with senior engineers
- Occasional travel to a customer site near Heathrow for onsite support, troubleshooting and installations
Working Hours
- 37.5 hours per week, Monday to Friday, working on a rotating shift pattern:
- Early: 7:00am - 3:30pm
- Mid: 9:00am - 5:30pm
- Late: 10:30am - 7:00pm
- Flexibility to work all shifts is essential.
Benefits
- 25 days annual leave plus bank holidays, rising to 28 days with service
- Private medical insurance
- Life assurance (4x salary)
- Pension with employer matching up to 5%
- Holiday buy scheme (purchase up to one additional week)
- Homeworking allowance (£300 setup plus £100 annually)
- Paid charity volunteering day
- Dog‑friendly office with free parking
- TechScheme and CycleScheme
- Quarterly company‑funded training lunches
- Excellent opportunities for technical development and career progression
Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation. We take our obligations to protect your personal data very seriously. Any information provided to us will be processed as detailed in our Privacy Notice, a copy of which can be found on our website.
1St Line IT Support Analyst in Godalming employer: Proactive Appointments
Join a dynamic and supportive IT Managed Services team that values customer service, technical curiosity, and collaboration. With a primarily remote working environment, you will enjoy excellent benefits including 25 days of annual leave, private medical insurance, and opportunities for career progression, all while being part of a dog-friendly office culture in Godalming. This role not only offers the chance to work with cutting-edge Microsoft technologies but also provides hands-on experience during mandatory office weeks, ensuring a well-rounded professional development journey.
StudySmarter Expert Advice🤫
We think this is how you could land 1St Line IT Support Analyst in Godalming
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Proactive Appointments values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Proactive Appointments might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Proactive Appointments!
✨Direct Apply to Proactive Appointments
Let's not forget to apply directly through the Proactive Appointments website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 1St Line IT Support Analyst in Godalming
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Proactive Appointments.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Proactive Appointments. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Proactive Appointments
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
