1st Line IT Support Analyst - Manchester - #2133431

Manchester | Office-based

Are you an IT Support professional who enjoys solving problems rather than simply logging tickets?

We’re looking for a 1st Line IT Support Analyst to join an established IT team in Manchester and become the front door of IT support for approximately 500 employees across a national branch network.

This is not a call-logging role. We’re looking for someone with genuine technical ability who can diagnose issues, resolve them properly and provide a high standard of customer service.

You’ll support head office colleagues through walk-up support as well as providing remote assistance to users across a national branch network, many of whom are non-technical.

As a 1st Line IT Support Analyst, you’ll be responsible for:

• Acting as the first point of contact for IT support across the organisation.
• Managing and triaging tickets through NinjaOne.
• Diagnosing and resolving hardware, software, account and connectivity issues.
• Providing hands-on and remote support to users.
• Supporting head office staff through walk-up IT support.
• Providing remote support to users across a national branch network.
• Administering user accounts and devices through Microsoft Entra ID, Intune and Active Directory.
• Supporting Microsoft 365 users and resolving common M365 issues.
• Carrying out first-time fixes wherever possible and ensuring solutions are properly implemented.
• Escalating complex incidents to the 2nd Line team where appropriate.
• Maintaining accurate documentation and following structured IT service management processes.
• Working within agreed change, security and compliance procedures.
• Contributing to the ongoing IT transformation programme.

The expectation is simple: don't just restart it and hope. Understand the problem, find the cause and fix it properly.

We're looking for someone who combines technical ability with excellent customer service.

You'll ideally have experience in an IT support environment where you have been responsible for diagnosing and resolving issues rather than simply passing tickets to someone else.

You should have hands-on experience with some or all of:

• Microsoft 365
• Microsoft Entra ID
• Microsoft Intune
• Active Directory
• Windows desktop support
• Hardware and software troubleshooting
• Remote support
• Ticketing / RMM platforms, ideally NinjaOne
• Basic networking and connectivity troubleshooting

Experience with Autopilot, Keeper or similar technologies would be advantageous.

We're looking for someone who is:

• Calm and approachable, even under pressure.
• Patient when supporting non-technical users.
• Able to explain technical problems clearly without using unnecessary jargon.
• Naturally service-focused.
• Comfortable dealing with people at all levels.
• Someone who takes ownership of issues and sees them through to resolution.

Think Apple Genius Bar standards of customer care, backed by genuine technical troubleshooting ability.

• ITIL knowledge or certification.
• Familiarity with ISO 27001.
• Experience working within a regulated or highly structured environment.
• An understanding of incident, problem and change management.
• Experience supporting users across multiple locations.

The technology environment is modern and predominantly Microsoft-based, including:

Microsoft 365 | Exchange Online | Entra ID | Intune | Autopilot | Active Directory | NinjaOne | Keeper

You'll be based at Manchester, working alongside an established IT team.

Technical competence is important to us, so the recruitment process includes a practical assessment.

We don't expect candidates to simply talk about what they can do — we want to see how you approach real technical problems.

You'll therefore need to demonstrate both your technical ability and your approach to customer service.

Non-negotiables include:

• Excellent written and verbal communication.
• Proven technical competence appropriate to a 1st Line environment.
• Strong customer service skills, supported by concrete examples or references.
• A stable and explainable employment history.
• The ability to work within structured processes.
• A professional approach to security, access and change management.

If you're a technically capable 1st Line IT Support professional who takes pride in delivering a genuinely excellent service, we'd like to hear from you.

#Tech