IT Support Engineer / Service Desk Analyst (AWDO-P15253)

Join a customer-focused IT support team delivering remote and on-site technical support across Microsoft 365, end-user devices and service desk requests. This opportunity suits someone with customer-facing IT support experience, strong troubleshooting skills and a full driving licence. If you’ve also worked in the following roles, we’d also like to hear from you: IT Support Technician, Helpdesk Analyst, Technical Support Engineer, Technical Support Analyst, IT Technician, 1st Line Support Engineer, 2nd Line Support Engineer, Desktop Support Engineer LOCATION: Carlisle, Cumbria, North West England JOB TYPE: Full-Time, Permanent WORKING HOURS: 37.5 Hours per Week, Monday to Friday JOB OVERVIEW This is an excellent opportunity to build on practical support experience in a varied client-facing environment, combining service desk ownership with remote and on-site technical work. The IT Support Engineer / Service Desk Analyst will resolve support requests, keep accurate ticket records and documentation, and support deployment and project tasks. Working with the Service Desk Manager and escalation colleagues, the IT Support Engineer / Service Desk Analyst will help meet service levels while keeping clients informed. Ongoing learning and process improvement give the IT Support Engineer / Service Desk Analyst scope to strengthen technical knowledge and contribute to quality support. DUTIES Your duties as the IT Support Engineer / Service Desk Analyst include: Customer Support Ownership: Manage incoming technical support requests by telephone, email and automated alerts through to resolution Remote Support and Site Visits: Deliver technical work for clients using company tools remotely or on site Ticket and Time Recording: Record work, notes, activities and charge codes accurately in the PSA system and submit time as required Service Levels and Escalation: Prioritise requests, contribute to service targets and elevate issues appropriately to support agreed SLAs and SLOs Deployment and Project Tasks: Take ownership of assigned deployment and project activities through to resolution Hardware and Software Quotations: Scope basic end-user hardware and software requirements, prepare accurate purchasing information, and support procurement, delivery and deployment Technical Documentation: Maintain accurate technical and process documentation for internal use and clients Workload Management: Organise, schedule and prioritise tickets, activities and projects, coordinating with clients where required Professional Communication: Handle internal and external communications promptly and to a high professional standard Standards, Improvement and Learning: Follow operating procedures and health and safety requirements, recommend process improvements and continue developing technical knowledge CANDIDATE REQUIREMENTS ESSENTIAL Previous experience in a customer-facing IT support or helpdesk role providing remote and on- site technical support Knowledge and experience of administering and troubleshooting Microsoft 365 technologies Knowledge and experience of deploying, administering and troubleshooting end-user hardware, including desktops, laptops and mobile devices Excellent telephone manner and communication skills, with the ability to explain issues and solutions to a broad customer base Excellent time management, organisation and prioritisation skills, with accurate documentation Ability to work accurately within established processes with consistent care and attention to detail Excellent analytical and logical troubleshooting skills, including identifying root causes and implementing permanent solutions Motivation to improve knowledge and understanding of new technologies Ability to work effectively both independently and as part of a team Commitment to professional behaviours including ambition, professionalism, knowledge, integrity and respect Full driving licence and ability to travel between offices and undertake client home visits if required DESIRABLE Knowledge and experience of administering Windows Server environments, including Active Directory, Group Policy, file sharing and printer management Knowledge and experience of administering network infrastructure, including firewalls, switches, wireless, VPNs, VLANs, subnets, DHCP and DNS Knowledge and experience of administering backup and recovery technologies Confidence to use initiative and seek instruction or guidance when appropriate Flexible approach to working hours Professional and confident approach, with the ability to respond to challenges calmly BENEFITS Birthday leave, a paid charity day and enhanced annual leave with service Ongoing training, mentoring and development Defined Contribution pension scheme with a 4% employer contribution for eligible jobholders Company sick pay scheme outside probation Free financial review, staff discounts, rewards and recognition Wellbeing and mental health support with a confidential 24/7 advice line Free eye tests, refreshments and on-site parking Calendar of social events Group Life Assurance for permanent employees Financial incentives for eligible client and colleague referrals

JOB REF: AWDO-P15253