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1st Line IT Desktop Support Analyst – Global Technology Brand

Recruitment Revolution
St Ives, Cambridgeshire
Competitive Salary + Benefits
Closing date
5 Nov 2021

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Technology & New Media
Contract Type
Full Time
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Job Details

Excellent opportunity for a talented 1st Line IT Desktop Support Analyst to join the Managed Services division of a leading international authority in cloud transformation, systems integration and managed services.

Role Info:

1st Line IT Desktop Support Analyst – Managed Services
St Ives, Cambridgeshire
Plus Benefits Package
Start date: ASAP
Hours: Monday to Friday (37.5 hours per week) based on a three-week rotating shift pattern: 7am – 3:30pm, 8:30am – 5pm and 9:30am – 6pm.
Tech Skills: Windows, Microsoft Technologies

Who we are:

As a Digital Transformation Partner, we accompany companies into the digital future. Our range of IT solutions includes consulting, implementation, services and the operation of IT systems. Our customers benefit from our extensive expertise and our innovative portfolio that covers the IT requirements necessary for a successful digital transformation.

Our headquarters are based in Munich and we employ over 3,000 employees worldwide and have offices in Germany, Austria, Belgium, the UK and the U.S.A.

Our Managed Services team, who are based in Cambridge, provide a focused range of hosted and cloud services through our extensive portfolio, specifically designed to help corporate and public-sector customers align their IT functions to their core business requirements.

The 1st Line IT Desktop Support Analyst Role:

We are looking for an enthusiastic analyst to provide dedicated desktop support for our clients and end users. As the 1st line customer champion, you will be the focal point for ensuring that user incidents and requests are progressed to resolution within multiple technologies.

The ideal candidate will be a driven, self-motivated individual who is able to take responsibility for customer issues and work well under pressure. This is a fantastic opportunity to work within an interesting and varied company who offer a busy yet friendly place of work.

Key Responsibilities:

+ Managing all Incident and Service Request tickets, which will be logged via the customer portal, phone call, email (desk to desk and End User)
+ Provide world-class customer experience with every interaction
+ Completing tickets within SLA
+ Create knowledge articles on learnings
+ Experience with ITIL methodologies and best practices
+ Trouble-shooting incidents and ensuring a high first-time touch fix rate

Technical Responsibilities:

+ Windows 10 provisioning and support
+ Security administration, including MFA
+ 1st line support for print services, triaging and engagement of 3rd parties
+ Device management via Intune
+ Experience with remote desktop support
+ CMDB administration, responsibility shared with onsite engineer
+ Creation and administration of user accounts, for starters, leavers and movers
+ License management
+ Proficient in Microsoft Office 365 applications, including SharePoint and Teams
+ Knowledge of SCCM
+ Understanding of Azure AD connect
+ Experience working with Active Directory
+ Fundamental Networking knowledge, including VPN’s

Skills and Experience:

+ Previous experience undertaking a similar role within a service desk environment
+ Excellent interpersonal skills, the ability to build and maintain relationships and work cross functionally and interact confidently across all channels
+ Ability to carry out tasks to a high standard with a strong eye for attention to detail and thorough approach to their work
+ Experience in a client facing role
+ A natural flair for delivering high levels of customer service
+ Proactive and flexible with a “can do” attitude
+ Team player who understands the importance of teamwork
+ 2 years of professional IT experience is desirable
+ Educated to a degree level (or equivalent) in an IT or Science based subject, or a Microsoft Certificate is desirable

Benefits & Perks:

Includes: 25 days annual leave, life assurance, healthcare cash plan, employee assistance programme, on-line discounts & savings platform, free parking, spot bonus scheme, recruitment bounty scheme, dress down Friday, free fruit, Fundraising, Sports & Social club.

Interested? Apply here for a fast-track path to the Hiring Manager

Your Background / Previous Roles May Include:
1st Line Support, Technical Support, Service Desk Analyst, Microsoft Support, Azure Support, O365 Support, Windows Support, Desktop Support, Junior IT Support.

Application notice… We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect we may contact you by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.

If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.


We’re Talent Acquisition Specialists that founded change in 2005. Since then we’ve helped over 2500 clients grow, prosper and lead.

# Our Story

Frustrated by poor experiences with traditional agencies, our founders (just two regular candidates), decided that the outdated industry needed modernising and a new balance of power. In 2005, a new kind of agency model was born, putting the client and candidate at the heart of the experience whilst removing the pushy sales, schmooze and high fees.

# What makes us different?

Aside from a sensible fee model, custom technology and a direct unhindered path to candidates we…

…don’t sell candidates and we don’t sell jobs: we facilitate relationships and champion the process of ‘organic hiring’ to help create stronger and longer-lasting engagements.

# Who we work with

With an industry reputation for delivering results we are the go-to talent finders for over 2500 clients. We work with everyone from tech start-ups to global brands who all demand the best service and talent.

From business owners hiring 2 people a year to Internal Recruiting teams hiring 200+ people a year, RR sources talent across all sectors and levels.

# Reputation

Our expertise have also been called upon by some of the leading job boards including the UK’s No1.

Recruitment Revolution is a member of the REC with a 100% compliance pass rate and holds a Feefo 5* Gold Award for Service.

For more information please contact Team RR on 0800 294 3113 or visit

Find Us
Castle Hill House
12 Castle Hill
United Kingdom
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