IMD IT Service Desk Analyst 1st Line

Salary: £25,000 - 27,000 per year

We welcome applications from people of all backgrounds and abilities, and we can provide reasonable adjustments throughout the recruitment process and in the workplace. We are looking for someone who can securely handle materials and data in line with safety and confidentiality standards, ensuring no breaches or violations. You should be able to support other operational departments by completing data entry, scanning, storing, and indexing tasks accurately. You will need basic computer and communication skills to follow instructions, read labels and safety information, and complete data entry tasks. You must be able to carry out the core duties of the role safely and effectively, with reasonable adjustments where required. You should be able to manage your workload and complete tasks within agreed timescales. Previous incident management experience, including managing raised tickets, customer expectations, and keeping customers informed, is desirable. Experience using IT Service Management tools such as ServiceNow, Remedy, or ServiceDesk Plus is desirable. Experience using Office 365 within a support environment is desirable. Strong knowledge of Active Directory and Exchange is desirable. Experience troubleshooting network issues such as Wi‑Fi disruptions is desirable. You should be able to follow procedures and create clear, helpful documentation. Excellent customer service and communication skills are required.

Responsibilities:

• Act as the first point of contact for all IT-related queries and issues.
• Log and manage IT tickets while keeping customers informed.
• Provide IT support for Microsoft‑based environments, Office 365, and mobile devices.
• Help set up and troubleshoot workstations and network issues.
• Manage user accounts and mailboxes in Office 365 and Active Directory.
• Support remote users and resolve issues using tools such as GoToAssist and Microsoft Teams.
• Maintain the asset database and manage SharePoint for staff and customers.
• Escalate unresolved issues to the appropriate team.
• Complete data entry, scanning, storing, and indexing tasks accurately where required.
• Help ensure customer interactions are logged and managed in a professional manner.

Technologies:

• Active Directory
• Support
• Mobile
• Network
• Office 365
• ServiceNow
• SharePoint

We are recruiting for a permanent IMD IT Service Desk Analyst 1st Line to join our team in Manchester, Swindon (M27 8UJ). This is a full‑time role working 37.5 hours per week, Monday to Friday, 8.30am to 4.30pm, with a salary of £25,000 to £27,000. We offer a supportive and inclusive workplace where we welcome applicants from all backgrounds and abilities, and we provide reasonable adjustments when needed. Our benefits include life assurance, annual leave starting at 20 to 25 days plus bank holidays, a contributory pension scheme, share save scheme, paid volunteer day, long service recognition, eyecare voucher, retail discounts, family leave, and an employee assistance programme. We are committed to Disability Confidence and guarantee an interview to applicants with a disability or health condition who meet the essential criteria, where it is fair and appropriate to do so.