IT Service Desk Analyst (1st Line)

Job Introduction

As an IT Service Desk Analyst, you will be the first point of contact for colleagues requiring technical assistance across the business. You will provide professional, customer-focused support, resolving incidents and service requests efficiently while ensuring an excellent end-user experience.

Working within the IT Service Desk team, you will support a modern Microsoft 365 environment, manage incidents and requests through TOPdesk (ITSM), and contribute to the continuous improvement of IT services.

This role is ideal for an IT professional with 1-2 years of Service Desk or IT Support experience who is looking to further develop their technical skills and progress their IT career.

Key Responsibilities

Service Desk Support

• Act as the primary point of contact for IT incidents and service requests.
• Log, categorise, prioritise and manage tickets using TOPdesk (ITSM).
• Deliver high-quality support via telephone, email, remote support tools and face-to-face interactions.
• Take ownership of incidents through to resolution, ensuring regular communication with users.
• Escalate complex issues to senior IT teams where appropriate.

Microsoft 365 Support

• Provide first-line support for Microsoft 365 applications and services.
• Support users with Outlook, Teams, OneDrive and SharePoint related issues.
• Assist with Microsoft 365 account administration, licensing and access requests.
• Troubleshoot email delivery, mailbox access and collaboration platform issues.
• Support Microsoft Teams meetings, telephony and conferencing services.

User Administration & Identity Management

• Create, amend and disable user accounts.
• Manage password resets, account unlocks and access permissions.
• Support Active Directory and Microsoft Entra ID administration tasks.
• Assist users with Multi-Factor Authentication (MFA) enrolment and troubleshooting.

Endpoint & Device Support

• Diagnose and resolve issues affecting Windows 11 devices.
• Support laptops, desktops, printers, mobile phones and peripheral devices.
• Assist with hardware replacements, device builds and deployments.
• Maintain asset records and equipment inventories.

Incident & Request Management

• Ensure incidents and requests are handled in accordance with agreed service levels (SLAs).
• Monitor ticket queues and maintain accurate case records.
• Identify trends and recurring issues for escalation or problem management review.
• Contribute to service reporting and performance metrics.

Knowledge Management

• Create and maintain knowledge base articles within TOPdesk.
• Document troubleshooting steps, resolutions and known fixes.
• Share knowledge across the Service Desk team to improve first-contact resolution rates.

Security & Compliance

• Follow all IT security policies and procedures.
• Support cyber-security initiatives, including user awareness and MFA adoption.
• Escalate suspected phishing, security incidents or data protection concerns.
• Ensure compliance with company policies and relevant regulatory requirements.

Continuous Improvement

• Identify opportunities to improve Service Desk processes and user experience.
• Participate in project work where required.
• Contribute ideas that improve efficiency, self-service and knowledge sharing.

What We’re Looking For

Essential

• Minimum 1-2 years' experience in a Service Desk, Helpdesk or IT Support role.
• Experience using an IT Service Management (ITSM) platform such as TOPdesk, ServiceNow, HaloITSM or similar.
• Strong customer service and communication skills.
• Experience supporting Windows desktop operating systems.
• Experience troubleshooting Microsoft Office and Microsoft 365 applications.
• Experience managing user accounts and passwords.
• Ability to prioritise workload effectively and manage multiple tasks simultaneously.
• Strong troubleshooting and problem-solving skills.
• Good understanding of ITIL-based support processes.

Microsoft 365 Skills & Knowledge

The successful candidate should have practical experience or strong working knowledge of:

Microsoft 365

• Outlook
• Teams
• OneDrive
• SharePoint Online
• Microsoft Office Applications

Microsoft Administration

• Microsoft 365 Admin Centre
• User and licence management
• Exchange Online fundamentals
• Microsoft Entra ID fundamentals
• Identity and access management

Security & Collaboration

• Multi-Factor Authentication (MFA)
• Password and account security
• Microsoft Teams collaboration tools
• Access provisioning and permissions management

Desirable Skills

• Active Directory administration.
• Microsoft Entra ID (Azure AD).
• Microsoft Intune or Endpoint Management.
• Mobile device support (iOS and Android).
• VPN and remote connectivity troubleshooting.
• Hardware deployment and asset management.
• Knowledge of cyber-security best practices.
• Experience supporting hybrid working environments

Preferred Qualifications

• ITIL Foundation.
• Microsoft 365 Fundamentals (MS-900).
• Microsoft Azure Fundamentals (AZ-900).
• CompTIA A+.
• Relevant IT apprenticeship, college qualification or degree.

Personal Attributes

• A customer-first approach
• Strong verbal and written communication skills
• Professionalism and accountability
• A positive and proactive attitude
• Excellent attention to detail
• A willingness to learn and develop new skills
• The ability to remain calm under pressure
• Strong teamwork and collaboration skills

What We Can Offer You 

• Salary sacrifice pension
• 25 days holiday (increases with service), plus bank holidays & 1 extra day to be taken in the month of your birthday
• Additional holiday purchase scheme
• Free Tool Hire
• Life Assurance cover 3x salary 
• Share save scheme 
• Eye care vouchers
• Recommend a friend scheme 
• Learning & Development – commitment to upskilling and developing our people, structured in house training available alongside external training where required
• Cycle to work scheme 
• Long service recognition 
• My Vp discounts – a variety of discounts and rewards on thousands of well-known brands
• Discounts on HP products
• EE mobile contract discount offers
• Gym discounts
• Health Shield (discounted premiums on health care cash plan)
• Employee Assistance Programme
• Virtual GP Service
• Will Writing & Funeral Concierge Service
• Regit Assist 24/7 accident helpline – free joining
• All the above benefits are managed through our Employee Engagement Platform – Spotlight

A Little Bit About Us 

Established in 1954, Vp plc has evolved into a dynamic group of companies with expertise in equipment rental. Our organisation encompasses eleven prominent operating divisions: Airpac Rentals, Brandon Hire Station, Hire Station, MEP Hire, ESS, Groundforce, TPA, Torrent Trackside, Vp Rail, UK Forks and CPH.

Across these divisions, we proudly provide an extensive range of specialist products and comprehensive services tailored to various industries. Our offerings cater to diverse sectors such as construction, civil engineering, rail, water, oil and gas, outdoor events, and housebuilding.

With a rich history and a commitment to excellence, Vp plc is your trusted partner for all your equipment rental needs.

Vp plc is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills.